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Job Summary
Duties:Staff Management:
Supervise all housekeeping staff, guest rooms, suites, laundry area and ensure work is completed efficiently
Train, mentor and develop housekeeping team members in luxury service standards, etiquette, and attention to detail
Conduct regular staff appraisals and provide performance feedback.
Schedule and Prepare duty rosters employees and assign duties based on occupancy forecasts and service expectations.
Maintain accurate time records for all departmental employees.
Assign new employees to experienced team members for mentoring.
Foster staff morale and recognise exceptional performance.
Manage personnel issues and disciplinary actions when policies are violated.
Operations & Quality:
Ensure cleanliness, orderliness, and appearance standards throughout the hotel.
Develop and implement housekeeping systems, procedures, and cleaning standards.
Conduct meticulous inspections of guest rooms, suites, and public areas, ensuring perfection in presentation and ambiance
Troubleshoot and promptly resolve guest complaints related to cleanliness and housekeeping services.
Notify Room Attendant/House Attendant of any deficiencies found and return to correct when applicable.
Re-inspect corrected room
Coordinate with other departments (Front Office, Maintenance) on special requests and facility issues.
Coordinate closely with Front Office and Maintenance teams to ensure seamless guest experiences Oversee special projects including refurbishment and deep-cleaning initiatives.
Supervise and coordinate daily housekeeping operations with a strong focus on luxury standards and fine detail
Site inspection rooms must be checked and cleaned first thing in the morning and last thing at night before leaving.
Ensure all rooms are serviced on time daily
Check traces and ensure everything gets prepared according to guest specs where possible
Be responsible for all keys and Omni phones in their area of work
Perform cleaning duties when the need arises
Ensure VIP rooms and special requests are prepared with personalized touches and attention to guest preferences
Lead by example in delivering discreet, professional, and anticipatory guest service
Handle guest requests and concerns with professionalism, urgency, discretion, and a service recovery mindset
Manage and control inventory of luxury linens, amenities, and cleaning supplies, ensuring premium standards are maintained.
Ensure proper care, handling, and maintenance of high-end furnishings, fixtures, and equipment
Conduct daily briefings emphasizing luxury service culture, attention to detail, and guest personalization
Participate in internal and external luxury brand audits and quality assurance inspections.
Maintain accurate records, reports, and checklists aligned with luxury operational standards.
Training & Compliance:
Organise and evaluate on-the-job training effectiveness.
Develop and implement training programs for new and existing staff.
Ensure strict compliance with health, safety, hygiene, and brand standards.
Maintain environmental sustainability practices in housekeeping operations.
Keep accurate records of all housekeeping activities (schedules, stock takes, staff performance).
Utilise housekeeping management software to optimise operations.
Lost & Found Management:
Maintain lost-and-found department and manage all lost items.
Determine rightful owners and coordinate return of items.
Send appropriate correspondence regarding lost-and-found matters.
Ensures all Lost and Found items are logged on OMNI AND in the Housekeeping register and immediately sent to Reception for storage.
Stock Management:
Conduct Daily, Weekly, and Monthly Stock Counts
Count all housekeeping consumables, chemicals, linen, guest amenities, and equipment according to the department schedule.
Identify shortages, overages, or damaged items.
Report discrepancies immediately to the Executive Housekeeper
Conduct monthly stock takes on all luxury linens, amenities, and cleaning supplies
Ensure stock is not left unattended, Report theft, misuse, or wastage immediately and educate staff on responsible stock usage.
Requirements:
Matric.
Hospitality qualification
At least 2 – 3 years’ experience in a similar position.
Strong knowledge of cleaning procedures, hygiene standards, staff supervision, inventory control, and safety regulations.
Strong leadership, communication, time management, problem-solving, and attention to detail skills
Previous experience in housekeeping operations, including supervisory or team-leading roles in hospitality or facility management.
Strong attention to detail
Good physical stamina and neat personal presentation Reliability and punctuality Ability to work under pressure
Positive attitude and professionalism
Ability to work independently and as part of a team
Craven Cottage CC
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