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Job Summary
Job Overview The Head Housekeeper is responsible for leading the housekeeping department to ensure the highest standards of cleanliness, hygiene, presentation, and guest comfort throughout the lodge. The role oversees housekeeping staff, laundry operations, inventory control, and quality assurance while delivering an exceptional 5-star luxury guest experience in line with the lodge's brand standards and Standard Operating Procedures (SOPs). Key Duties and Responsibilities Housekeeping Operations Manage the day-to-day operations of the housekeeping and laundry departments. Ensure all guest suites, villas, public areas, offices, and back-of-house facilities are maintained to impeccable 5-star standards. Conduct daily inspections of guest rooms before arrivals and after servicing. Ensure all guest amenities are correctly stocked and presented. Coordinate room readiness with Reception, Reservations, and Lodge Management. Ensure efficient room turnaround for arrivals and departures. Monitor housekeeping schedules to maximise productivity and guest satisfaction. Team Leadership Supervise; mentor, and motivate the housekeeping team. Recruit; train, and onboard new housekeeping employees. Conduct regular performance evaluations and coaching sessions. Develop staff duty rosters, leave schedules, and daily task allocations. Promote teamwork and maintain high staff morale. Enforce disciplinary procedures where necessary. Laundry Management Oversee all guest and lodge laundry operations. Ensure linen, uniforms, towels, and guest laundry are processed efficiently. Monitor outsourced laundry services where applicable. Maintain strict quality control over laundry standards. Quality Assurance Implement and maintain housekeeping SOPs. Ensure rooms consistently meet luxury hospitality standards. Perform regular quality inspections. Address guest feedback and implement corrective action immediately. Ensure all housekeeping equipment is maintained and functioning. Inventory & Stock Control Manage stock levels of linen, guest amenities, cleaning chemicals, uniforms, and consumables. Conduct monthly stock takes. Control departmental costs and minimise waste. Place orders and liaise with suppliers. Maintain secure storage of housekeeping inventory. Maintenance Coordination Conduct routine inspections of guest rooms and public areas. Report maintenance defects promptly. Follow up on outstanding maintenance issues. Work closely with the maintenance department to ensure guest rooms remain in excellent condition. Health; Safety & Hygiene Ensure compliance with health and safety regulations. Maintain high hygiene and sanitation standards. Ensure safe handling and storage of cleaning chemicals. Monitor pest control and environmental practices. Ensure compliance with lodge sustainability initiatives. Administration Maintain housekeeping records and reports. Prepare departmental budgets and expense reports. Monitor departmental KPIs and productivity. Assist with annual budgeting and forecasting. Attend management meetings and contribute operational updates. Minimum Qualifications Grade 12 (Matric). Diploma or Certificate in Hospitality Management, Housekeeping, Hotel Management, or related field (preferred). Valid driver's licence is advantageous. First Aid certification is beneficial. Experience Required 3–5 years' experience in a housekeeping management or supervisory role within a luxury 5-star lodge or hotel. Previous experience in a Big Five safari lodge environment is highly advantageous. Proven experience managing housekeeping teams and laundry operations. Experience with stock control, budgeting, and departmental administration. Knowledge & Skills Excellent leadership and people management skills. Strong attention to detail. Exceptional organisational and planning abilities. Sound knowledge of luxury housekeeping standards. Knowledge of cleaning chemicals, equipment, and hygiene procedures. Inventory and cost-control skills. Computer literacy (Microsoft Office and hospitality management systems). Excellent written and verbal English communication skills. Problem-solving and decision-making ability. Ability to work under pressure in a remote lodge environment. Personal Attributes Professional and well-presented. Passion for luxury hospitality and guest service. Honest; trustworthy, and dependable. Positive attitude with a hands-on management style. Strong work ethic. Flexible and adaptable. High level of discretion and confidentiality. Ability to motivate and inspire a diverse team. Key Performance Indicators (KPIs) Guest satisfaction scores. Room inspection and quality audit results. Housekeeping productivity. Linen and stock loss control. Departmental budget adherence. Staff training and development completion. Staff retention and morale. Maintenance issue turnaround times. Compliance with hygiene and safety standards. Achievement of 5-star operational standards.
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