Linen Room Manager at Sun International

Job Purpose

• The Linen Room Manager forms part of the Housekeeping team and is responsible for supervising linen room and uniform operations, ensuring the effective laundry, storage, issuance, control, and maintenance of hotel linen, towels, and employee uniforms in accordance with Sun standards and regulations.
• The role ensures operational excellence by maintaining appropriate stock levels, controlling linen and uniform inventories, coordinating outsourced laundry services, and supporting exceptional guest service. The Linen Room Manager may also oversee valet services, garment repairs, and alterations for guests during their stay.
• Working collaboratively with internal teams and external service providers, the role contributes to enhancing guest satisfaction, operational efficiency, revenue growth, and overall profitability through the delivery of high-quality housekeeping support services.

Key Performance AreasLinen, Laundry and Inventory Management

• Monitor and maintain par stock levels of linen, amenities, housekeeping equipment, and cleaning chemicals in accordance with Standard Operating Procedures (SOPs).
• Manage and monitor inventories against linen, uniform, and fixed asset registers.
• Ensure cleaning carts are accurately stocked with linen and amenities for guest room servicing.
• Monitor the return of excess stock and supplies from cleaning carts at the end of each shift.
• Ensure linen and laundry supplies are ordered and controlled according to occupancy levels.
• Coordinate the laundering of hotel linen and employee uniforms with external service providers.
• Monitor laundry processes and track levels of condemned or damaged linen.
• Participate in and facilitate monthly stock control and inventory procedures.

Uniform Management

• Supervise uniform inventory, including receiving, issuing, recording, and tracking employee uniforms.
• Oversee the repair, maintenance, and replacement of staff uniforms as required.
• Maintain accurate records relating to uniform allocation and usage.

Equipment and Chemical Control

• Ensure housekeeping equipment is maintained and operating efficiently.
• Monitor the allocation, usage, and control of cleaning chemicals.
• Report equipment faults and maintenance requirements promptly.

Guest Service

• Facilitate valet, garment repair, and alteration services for guests as requested.
• Greet guests professionally and respond to queries, requests, and complaints promptly and courteously.
• Ensure a positive guest experience through efficient and quality service delivery.

People Management and Development

• Identify employee training needs and facilitate on-the-job training, coaching, and development.
• Conduct onboarding and induction processes for new housekeeping employees.
• Manage staff scheduling, duty rosters, and work allocations based on business occupancy levels.
• Conduct shift briefings, handovers, and prepare shift reports.
• Monitor employee appearance, attendance, productivity, and adherence to company standards.

Quality Assurance and Compliance

• Monitor adherence to SOPs and housekeeping quality standards.
• Conduct regular quality assurance inspections and audits.
• Develop and implement processes and quality controls for linen, laundry, and uniform management.
• Ensure linen room and uniform areas remain clean, safe, and compliant with health and safety requirements.

Reporting and Stakeholder Management

• Provide regular feedback and reports to management regarding operational performance, inventory levels, staffing matters, and challenges.
• Collaborate with business partners and outsourced service providers to ensure service standards are maintained and continuously improved.

Key Success Measures

• Linen and uniform availability maintained at required par levels.
• Accurate inventory and stock control records.
• Effective management of outsourced laundry services.
• Compliance with SOPs, quality, and safety standards.
• Positive guest feedback and timely resolution of complaints.
• Well-trained, productive, and engaged team members.
• Effective cost control and minimisation of linen losses and wastage.

Job Requirements

Education

• Grade 12 (Matric) is essential.
• A Diploma in Hotel Management or a related hospitality qualification will be advantageous.

Experience

• Minimum of 6 years' experience in housekeeping operations.
• Experience in a Linen Room Supervisor role or similar supervisory housekeeping position.
• Experience in managing linen, laundry, and uniform control processes.
• Experience working with industrial cleaning equipment, machinery, and cleaning products.
• Experience in stock control, inventory management, and housekeeping administration.

Skills and Knowledge

• Sound knowledge of housekeeping, linen room, laundry, and uniform management procedures.
• Knowledge of stock control, inventory management, and record-keeping practices.
• Understanding of housekeeping Standard Operating Procedures (SOPs), health and safety standards, and quality assurance practices.
• Good planning, organisational, and supervisory skills.
• Effective communication and interpersonal skills.
• Ability to provide excellent guest service and resolve guest complaints professionally.
• Competent in staff scheduling, training, coaching, and performance monitoring.
• Ability to work under pressure in a fast-paced hospitality environment.
• Proficiency in the use of housekeeping equipment and cleaning chemicals.
• Must have manual dexterity.
• Physical mobility and stamina required to perform operational duties.
• Willingness to work overtime and flexible hours in line with operational requirements, including weekends and public holidays.