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Job Summary
Upmarket Business Hotel in Cape Town Airport Region requires a hands-on Executive Housekeeper. 1. Key Responsibility Areas Operations & Laundry Management Oversee the daily operations of the Housekeeping and Onsite Laundry departments to ensure "green" and efficient standards are met. Manage the lifecycle of linens, uniforms, and guest laundry, ensuring high-quality output and equipment maintenance. Utilize Property Management Systems (Protel/Opera) to track room status, guest preferences, and maintenance issues. Strategic Leadership & Process Development Develop; implement, and update Standard Operating Procedures (SOPs) to ensure consistency and operational excellence. Conduct strategic planning for deep cleaning cycles, asset replacement, and labor allocation. Resolve complex guest complaints or operational bottlenecks with a solution-oriented mindset. Team Management & Development Lead; motivate, and mentor a diverse team, fostering a culture of accountability and guest-centric service. Identify training gaps and facilitate continuous upskilling of staff to improve service levels. Manage performance reviews and staff scheduling to align with occupancy fluctuations. Financial & Resource Oversight Control departmental expenses, including cleaning supplies, guest amenities, and laundry chemicals. Conduct regular inventory audits to minimize loss and ensure stock availability. 2. Key Performance Indicators (KPIs) Quality Standards: Achieve an average Guest Satisfaction Score (GSS) of 90% or higher regarding room cleanliness. Operational Efficiency: Maintain a "Room Ready" turnaround time aligned with industry benchmarks (e.g., 30 mins per stay-over). Financial Control: Keep Housekeeping/Laundry labor and supply costs within ±5% of the monthly budget . Staff Performance: Ensure 100% of staff complete monthly SOP refresher training and safety drills. Laundry Output: Zero guest complaints regarding linen quality or laundry turnaround delays. Asset Management: Monthly inventory variance of less than 2% for linens and high-value amenities. 3. Minimum Requirements Matric or Grade 12 and a tertiary qualification in Housekeeping Management. Minimum of 3 years’ experience in all aspects of Housekeeping & Onsite Laundry Management in a large, multi-use facility. At least 3 years of Housekeeping Management experience. Proficiency with general office PC applications and working knowledge of rooms management systems. Advanced knowledge of Housekeeping & Laundry processes and procedures. Strategic planning, problem resolution, adaptability, and expertise in compiling SOPs. Experience with Protel or Opera property management systems is beneficial. 4. Professional Competencies Operational Adaptability: Ability to manage departmental shifts between guest room maintenance and high-traffic public or conferencing spaces within a multi-use facility. Systems Proficiency: Capability to leverage Property Management Systems to optimize room readiness and forecast departmental requirements. Performance Leadership: Proven ability to influence and challenge staff to elevate operational standards and exceed service level expectations. Interpersonal Excellence: Experience interacting effectively with all levels of management, guests, and external clientele.
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