Assistant Housekeeping Manager

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

InterContinental Hotels Group is seeking a Guest Experience leader to oversee the daily operations of housekeeping, public spaces, and laundry during assigned shifts, ensuring a seamless workflow and high standards.

You will implement SOPs, collaborate with Front Office to deliver IHG One Rewards benefits, monitor room discrepancies, and conduct regular quality inspections to enhance guest satisfaction. VIP room readiness and laundry supervision are also key duties.

Qualifications

• Minimum 2-3 years in housekeeping management or related field.
• Experience supervising staff and coordinating operations.
• Budgeting, inventory control, and quality inspections experience.
• Strong verbal and written communication with a customer service mindset.
• Knowledge of safety and environmental regulations related to housekeeping.

Responsibilities

• Oversee daily operations of housekeeping, public spaces, and laundry during shifts.
• Enforce Housekeeping SOPs and departmental plans.
• Collaborate with Front Office to deliver member benefits and guest loyalty.
• Monitor and address room discrepancy reports for accuracy.
• Conduct regular inspections of guest rooms and public areas for quality.
• Prepare VIP rooms with required amenities and special requests.
• Oversee laundry operations and ensure timely, quality service.

Skills

Budgeting

Inventory management

Quality control

Communication skills

Customer service orientation

Safety knowledge

Job description

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 RewardsInitiatives: 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 of2-3 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.