Housekeeping Coordinator at One&Only Resorts

Job Summary

• The Housekeeping Coordinator is responsible for the smooth and efficient operation of the housekeeping office as the centre of the housekeeping department. They provide an informed and current source of information as the representative of the Housekeeping Department on a daily basis for Front Office and other related Departments.

Key Duties and Responsibilities

• Check and read emails ensuring that all work related information is noted and pass it ontthe Housekeeping Supervisors / Assistant Housekeeper / Executive Housekeeper
• Allocate Room Assignments, and ensure important information, such as departure/ arrival times and any Special Requests, are noted on Room Attendants/ Housekeeping Supervisor list and highlighted.
• Answer all housekeeping office incoming telephone calls correctly, recording messages and deliver them promptly
• Maintain an accurate record of out of order, VIP, Long stay, expected arrivals and departures, function and group rooms
• Handle any guest complaints in accordance with the accepted procedure and immediately advise the Executive Housekeeper, Assistant Housekeeping Managers and/or Team Leaders in order that they remain informed and aware how the matter is rectified
• Ensure that special all Alice guest requests are accurately recorded, communicated and immediately attended to. All guest requests on Alice should be actioned within the required 10 minutes timeframe in accordance with LQA and Forbes standards
• Prepare the daily work allocation for room attendants and maintain all necessary books required for daily control
• Prepare daily staff requirement list for the number of staff required for the next day
• Report any maintenance issues raised by room attendants, supervisors and housemen and make a follow up tensure that work is completed prior tthe guests’ arrival.
• Keep an effective and up tdate filing system
• Responsible for the tidiness and cleanliness of the housekeeping office areas at all times
• Update Housekeeping noticeboards as required
• Complete the daily transport list for the department and ensure that the list is updated and submitted by 2 pm daily

Maintain knowledge of:

• All hotel services/features and hours of operation.
• Guest room layouts, bed types, decor, appointments, amenities, locations, numbers/names.
• Housekeeping services available for guests.
• Available laundry/dry cleaning services and hours of operation.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Maintain complete knowledge in the use of all office equipment, computer and manual systems.
• Access all functions of computer according tspecifications.
• Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift.
• Print designated reports and distribute accordingly.
• Update room status report in accordance with departmental procedures. Upsells and show rooms statuses should be followed up with and inspected by 9 am. All departures should be checked-out by 11 am unless a late departure has been confirmed. All incoming arrival rooms for the day should be inspected by 2 pm. All room statuses of rooms tbe updated by the end of every shift with nor minimal rollover. Formal handover tbe left of the next shift with rooms left on dirty status.
• Contact Team Leader tresolve discrepant rooms.
• Monitor and track status of out-of-order rooms; update accordingly.
• Prepare work orders for maintenance repairs and distribute tEngineering. Monitor completion of work orders submitted.
• Communicate departmental and guest needs as they arise with respective Housekeeping personnel.
• Answer Housekeeping telephone within 3 rings, using correct salutations and telephone etiquette.
• Document all guest requests for Housekeeping items/services and assign trespective personnel/ departments for completion. Follow up on guest satisfaction.
• Issue Housekeeping items tHousekeeping Attendants for delivery tguest rooms. Follow up on return of items.
• Document, organize and store all lost and found items brought intHousekeeping. Document guest inquiries for lost items; retrieve found items and coordinate return tguests in accordance with hotel specifications.
• Establish and maintain filing procedures.
• Retrieve and distribute departmental mail.
• Type correspondence and reports as assigned by the senior housekeeping management
• Maintain security and an accurate record of all guest room keys issued tHousekeeping staff.
• Receive and escalate all guest complaints by following instant pacification procedures, ensuring guest satisfaction.
• Promote positive relations with guests and employees.
• Document all important information in departmental log book.
• Review status of incomplete work and follow up actions with manager before leaving.

Skills, Experience & Qualification Requirements

• Ability to clearly communicate in English with guests/visitors, management and hotel colleagues ttheir understanding.
• Ability to provide legible communication.
• Ability to compute basic mathematical calculations.
• Must have computer knowledge on word, excel and PMS systems.
• Familiarity with preparing statistical reports.
• Ability tcommunicate in English
• Previous training in guest relations.
• Previous experience in hospitality industry, preferably in Housekeeping.
• Ability tinput and access data in computer.
• Ability tpromote positive relations with all telephone callers.
• Ability tascertain callers' needs and comply with such tensure callers' satisfaction.
• Ability tbe a clear thinker whcan remain clam in pressure situations.
• Ability tfocus attention on details, be well organized and follow up.