Assistant Housekeeping Manager

IHG Hotels & Resorts; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

IHG Hotels & Resorts in Kuala Lumpur seeks an experienced Housekeeping Manager to lead daily operations across housekeeping, public spaces, and laundry. You will enforce SOPs, collaborate on guest loyalty initiatives, and ensure VIP room readiness while maintaining budget and standards.

The role requires 2–3 years of supervisory housekeeping experience, strong budgeting and inventory skills, and excellent communication to sustain high guest satisfaction and quality control across departments.

Qualifications

• Minimum 2-3 years of experience in housekeeping management or supervisory role.
• Proficient in budgeting, inventory management, and quality control.
• Excellent verbal and written communication with a customer-service mindset.
• Knowledge of health, safety and environmental regulations relevant to housekeeping operations.

Responsibilities

• Oversee daily operations of housekeeping, public spaces and laundry to ensure seamless workflow.
• Enforce SOPs and execute the department business plan.
• Collaborate with Front Office on IHG One Rewards initiatives to enhance guest loyalty.
• Monitor room discrepancy reports and address inaccuracies in room status.
• Conduct regular inspections of guest rooms and public areas to maintain standards and provide staff feedback.
• Oversee VIP room preparations ensuring amenities and requests are fulfilled.
• Supervise laundry operations including outsourced relationships for quality and timeliness.
• Adhere to budget, review expenditures, and identify cost-saving opportunities.
• Manage inventory and supplies across linens, cleaning products, amenities, and laundry items.
• Prepare management reports detailing budget performance and variances.

Skills

Housekeeping management

Budgeting

Inventory management

Quality control

Communication skills

Customer service

Education

Proven experience in housekeeping management or related field

Job description

• Oversee the daily operations of housekeeping, public spaces, and laundry areas during assigned shifts, ensuring a seamless and efficient workflow.
• Implement Policies and Procedures: Enforce Housekeeping SOPs: Ensure compliance with housekeeping Standard Operating Procedures (SOPs) and effectively execute the departmental business plan.
• Supporting IHG One Rewards Initiatives: Collaborate with the Front Office team to effectively deliver member benefits of each tier in order to enhance guest loyalty and satisfaction.
• Monitor and Evaluate Room Discrepancy Reports: Regularly assess and address discrepancies reported by the housekeeping team to ensure accuracy in room status.
• Maintain Quality Control: Conduct regular inspections of guest rooms and public areas to ensure compliance with established standards. Provide feedback and guidance to staff to enhance overall service quality.
• Ensure VIP Accommodations Readiness: Oversee the meticulous preparation of VIP guest rooms, ensuring that all amenities, décor, and special requests are fulfilled prior to arrival.
• Supervise Laundry Operations: Oversee the laundry operations, including any outsourced relationships, to ensure high-quality service, timely processing, and adherence to established standards.
• Adhere to Operational Budget: Ensure strict compliance with the department’s operational budget by implementing cost control measures. Regularly review expenditures and identify opportunities for cost savings without compromising service quality.
• Manage Inventory and Supplies: Oversee the inventory management, purchasing, and distribution of all linens, cleaning supplies, guest room amenities, restroom supplies, and laundry products, ensuring optimal stock levels and efficient use of resources.
• Report on Financial Metrics: Maintain accurate records of financial transactions related to housekeeping operations and prepare reports for management that detail budget performance, variances, and recommended actions for improvement.

Guest experience

• Oversee the daily operations of housekeeping, public spaces, and laundry areas during assigned shifts, ensuring a seamless and efficient workflow.
• Implement Policies and Procedures: Enforce Housekeeping SOPs: Ensure compliance with housekeeping Standard Operating Procedures (SOPs) and effectively execute the departmental business plan.
• Supporting IHG One Rewards Initiatives: Collaborate with the Front Office team to effectively deliver member benefits of each tier in order to enhance guest loyalty and satisfaction.
• Monitor and Evaluate Room Discrepancy Reports: Regularly assess and address discrepancies reported by the housekeeping team to ensure accuracy in room status.
• Maintain Quality Control: Conduct regular inspections of guest rooms and public areas to ensure compliance with established standards. Provide feedback and guidance to staff to enhance overall service quality.
• Ensure VIP Accommodations Readiness: Oversee the meticulous preparation of VIP guest rooms, ensuring that all amenities, décor, and special requests are fulfilled prior to arrival.
• Supervise Laundry Operations: Oversee the laundry operations, including any outsourced relationships, to ensure high-quality service, timely processing, and adherence to established standards.

Financial

• Adhere to Operational Budget: Ensure strict compliance with the department’s operational budget by implementing cost control measures. Regularly review expenditures and identify opportunities for cost savings without compromising service quality.
• Manage Inventory and Supplies: Oversee the inventory management, purchasing, and distribution of all linens, cleaning supplies, guest room amenities, restroom supplies, and laundry products, ensuring optimal stock levels and efficient use of resources.
• Report on Financial Metrics: Maintain accurate records of financial transactions related to housekeeping operations and prepare reports for management that detail budget performance, variances, and recommended actions for improvement.

People

• Complete Reports and Schedules: Ensure timely and accurate completion of departmental reports, correspondence, and employee schedules. Maintain up-to-date guest history records and monitor daily discrepancies.
• Conduct Housekeeping Meetings: Organize regular meetings to inform housekeeping staff about policies, special events, improvement initiatives, and guest feedback.
• Ensure Policy Adherence: Ensure all employees understand and follow hotel policies and procedures.
• Evaluate Staff Performance: Conduct annual performance evaluations for housekeeping team members to foster professional growth and development.
• Maintain Open Communication: Keep management promptly and fully informed of any significant problems or unusual matters.
• Perform Duties Efficiently: Execute all responsibilities in a timely and efficient manner, aligned with company policies and procedures to meet the overall objectives of the role.
• Foster Positive Relationships: Build and maintain strong working relationships with all hotel employees to promote a cooperative and harmonious work environment.

Responsible Business

• Attend Meetings: Participate in meetings with the General Manager and Room Division Manager, and complete additional assignments as directed.
• Familiarity with Safety Procedures: Understand fire procedures, emergency exits, and safety protocols.
• Recommend Operational Improvements: Identify opportunities to enhance services, increase revenue, and improve staff welfare and guest satisfaction.
• Project a Positive Image: Consistently present a favourable image of the hotel to the public at all times.

Experience

• Minimum of 2-3 years of experience in housekeeping management or a related field, preferably within a hotel or hospitality setting. Proven track record in a supervisory role.
• Education: Proven experience in housekeeping management or a related field.
• Technical Skills: Proficient in budgeting, inventory management, and quality control.
• Communication Skills: Excellent verbal and written communication abilities, with a customer-service-oriented mindset.
• Quality Assurance: Experience in conducting quality inspections and implementing quality control measures to maintain high cleanliness standards.
• Safety and Compliance: Knowledge of health, safety, and environmental regulations relevant to housekeeping operations. Experience in training staff on safety standards and compliance procedures.