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Job Summary
Duties:Strategic Leadership & Operations:
Lead, mentor, and inspire the housekeeping team to deliver excellence across guest rooms, public areas, back-of-house spaces and laundry operations.
Develop and implement strategies to enhance service quality, operational efficiency and team engagement.
Monitor and report on departmental KPIs, including guest satisfaction, productivity and quality audits.
Collaborate with other departments to ensure seamless guest experiences and adherence to brand standards.
Oversee the recruitment, onboarding, training and performance management of housekeeping staff.
Develop departmental budgets, manage costs and optimize resources while maintaining service excellence.
Guest Experience Excellence:
Ensure all guest rooms and public areas consistently exceed brand standards for cleanliness, comfort and presentation.
Respond promptly and effectively to guest requests, feedback and complaints in alignment with values.
Maintain a strong focus on VIP and loyalty guest expectations, ensuring personalized touches and attention to detail.
Team Development & Training:
Identify skill gaps and training needs within the housekeeping team.
Implement ongoing coaching, mentoring and professional development programs to empower staff to perform at their best.
Promote a culture of accountability, collaboration and continuous improvement.
Health, Safety & Compliance:
Ensure compliance with health, safety, hygiene and environmental regulations.
Maintain safe working practices, proper use of cleaning chemicals and sustainable operational processes.
Conduct regular inspections and audits to ensure compliance with brand standards.
Requirements:
Grade 12
Degree or Diploma in Hospitality Management or related field preferred.
Minimum 5 years’ experience in a senior housekeeping role within a 4 or 5-star hotel.
Proven ability to lead, develop, and inspire large teams.
Strong operational, financial, and strategic planning skills.
Excellent communication, problem-solving, and interpersonal skills.
Knowledge of housekeeping technology, quality control processes and sustainable practices.
Strategic Leadership & Vision
Guest-Centric Mindset
Team Development & Mentorship
Operational Excellence
Budget & Resource Management
Health, Safety & Compliance
Innovation & Continuous Improvement
Craven Cottage CC
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