Manager - Housekeeping

Wynn Al Marjan Island

About the Position:

Wynn Al Marjan Island is currently seeking a Manager Housekeeping to join the resort s housekeeping team.

The primary duties and responsibilities of this role are:

• To report for duty punctually always wearing the correct uniform and name tag

• To attend daily briefing in selected areas conducted by direct leader and attend/ participate in shift briefings with Assistant Managers, Guest Room Attendant and Supervisor with relevant information on day-to-day operations

• To be flexible in working hours and scheduling as per resort requirements

• To carry out any other job-related duties as required by the leaders

• To be proficient in handling software relating to property management- Opera, Maximo, FCS-Communication system and other relevant systems as required for the day-to-day operations

• To manage performance of the department and colleagues, ensuring guests receive prompt and courteous service and all areas of the operation are running as per resort standard procedures and policies

• To oversee departmental roster/manning

• To support and assist Assistant Managers/Supervisors in developing Guest Room Attendant based on quality audit results and improvement planners, ensuring each Guest Room Attendant delivers consistent level of service thereby meeting and exceeding guest expectations

• Responsible for building efficient working relationships between the housekeeping coordinators and Front Office room controller to ensure daily room turnover is efficiently managed and guests have seamless arrival and stayover experience

• To oversee the daily measurement tools for productivity, Time and Motion, etc. ensuring there is no redundancy of duties, reporting any anomalies to the Housekeeping Director

• To support in carrying out effective and documented communication with team members thereby ensuring team is aware of standards and expectations of the department, activities in the resort or any other pertinent information that they need to carry out their daily tasks

• To ensure all colleagues are reporting to duty in proper uniform, on time and well groomed

• To monitor and manage the performance of contracted staff and ensure they are always working as per the guidelines and standards of the resort, ensuring to communicate any challenges or deviations to the contractors immediately

• To be responsible for a smooth turnaround of the operations and to liaise with Front Office/ regarding late checkouts that will impact the midnight turnover

• To carry out inspections of all areas to ensure that the standards are maintained as per the resort standard

• To ensure all guest requirements are proactively anticipated and provided based on requests, reservation details, traces, profile notes or observations from team members

• To oversee department recruitment, assist Human Resources with recruiting new colleagues and carrying out interviews

• To ensure training needs within the department are monitored, crafted and accordingly provided as per resort standards

• To conduct training for Assistant Managers, Team Leaders and colleagues when required

• To effectively provide coaching, counselling and disciplining of team members and thereby provide constructive feedback to enhance performance

• To ensure that all operational aspects are aligned to creating memorable experiences for guests

• To be fully trained in all safety rules, emergency procedures and fire prevention regulations and ensure these are strictly enforced by the colleagues

• To review the monthly FCS- (communication system) reports from systems to ensure efficient use of resources, determine any training requirement or operation procedure review if any

• To support the Executive Housekeeper to drive the Preventive Maintenance program/Deep Cleaning program to ensure the guest rooms are well kept and to ensure that accurate records are maintained

• To ensure all new colleagues and team leaders are trained and introduced to their duties as per resort standards and policies

• To ensure all guest requirements are proactively anticipated and provided based on requests, reservation details, traces, profile notes or observations from team members

• To meet guests to provide personalized service and solicit feedback as well as to address any guest grievances and resolve them efficiently

• To follow through on every complaint received, determine the root cause and ensure that recurrences are avoided

• To ensure the guest supplies are always available for the operation

• To monitor usage of guest room supplies, and amenities and ensure these are in line with targeted cost departmental budgetary guidelines

• To instill high level of employee satisfaction within the rooms team and thereby meet the Colleague Engagement Survey targets set by the leadership

• To be responsible for all quality audits in the rooms and ensure quality of service is of the highest standards, drafting improvement planners based on the audit results and implementing recommended improvements

• To ensure appraisals and Key Performance Indicator reviews are conducted at set schedules and submit reports for approval to Housekeeping Director/ Human Resources team, on time

• To ensure that Housekeeping Standard Operating Procedures are updated regularly based on operational requirements and are in line with the resort s health & safety guidelines as well as guidelines set by local authorities (DTCM, Dubai Municipality)

• To ensure all new colleagues and team leaders are trained and introduced to their duties as per resort standards and policies