Executive Housekeeper

InterContinental Hotels Group; Singapore; On-site; SGD 70,000 - 100,000; Full time

Benefits offered by this job

Duty Meal Allowance

Birthday Off

Medical Benefits

Medical & Dental Benefits

Insurance Coverage

25-50% F&B Discount at IHG Singapore

Special Employee Rate at IHG Hotels

Room to Grow Opportunities

Job summary

InterContinental Hotels Group in Singapore seeks an Executive Housekeeper to lead the housekeeping team, manage labor and expenses, and ensure top-tier cleanliness across rooms and public areas.

You will participate in annual budgeting, monitor spending, and drive profitability while maintaining IHG Way of Clean standards and coordinating with other departments for a seamless guest experience.

Qualifications

• Diploma in Hospitality Management or equivalent.
• Minimum 2 years’ related experience as an Executive Housekeeper in a full-service hotel.
• Oral and written fluency in English; fluency in another language is an advantage.
• Commitment to rotating shifts, weekends and public holidays.
• Great communication skills and ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.

Responsibilities

• Assist in managing departmental labor and expenses.
• Participate in the preparation of the annual departmental operating budget and financial plans which support the hotel objectives.
• Monitor and control departmental expenses on an ongoing basis to ensure performance against budget.
• Analyze departmental expenses and identify areas of improvement to drive profitability.
• Conduct regular linen inventory and stock take to ensure sufficient stock and minimize pilferage or loss.
• Establish par levels for supplies and replenish shortages.
• Provide leadership, direction and support to the front office and housekeeping teams; conduct daily briefing.
• Manage the day-to-day activities of the housekeeping team.
• Train, manage and motivate the housekeeping team to provide high service standards.
• Oversee performance management, coaching, and recognition within housekeeping.
• Coordinate recruitment with Human Resources to meet staffing needs.
• Identify training gaps and work with Learning & Development to close them.
• Ensure staff are trained and equipped to perform duties.
• Interact with guests, vendors, regulatory agencies and other contacts as needed.
• Ensure rooms meet IHG Way of Clean standards and coordinate special requests with Guest Services.
• Respond to guest requests/complaints promptly and with service recovery per guidelines.
• Inspect guest rooms and public areas for cleanliness and upkeep.
• Analyse Guest Heartbeat surveys and social media reviews to identify gaps and take corrective action.
• Schedule and organize work to ensure proper coverage; enforce policies and procedures.

Skills

Communication skills

Fluent English

Team leadership

Shift work

Education

Diploma in Hospitality Management

Job description

• Assist in managing departmental labor and expenses.
• Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
• Monitor and control the departmental expenses on an ongoing basis to ensure performance against budget.
• Analyse departmental expenses and identify areas of improvement to drive departmental and hotel profitability
• Conduct regular linen inventory and operating supplies stock take to ensure sufficient stock for business operations and minimize any pilferage or loss of any nature
• Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business.
• Provide leadership, direction and support to the front office team on a daily basis; conduct daily shift briefing with housekeeping team to update on hotel status and operational requirements.
• Manage the day-to-day activities of the housekeeping team
• Trains, manages and motivates the housekeeping team in order to provide high standard of service for customers and meet departmental and hotel targets Promote teamwork and quality service through daily communication and coordination with other departments, including but not limited to Sales and Marketing, Catering, Outlets, Housekeeping, Finance, Maintenance and Guest Services
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counselling and evaluations and delivering recognition and reward.
• Administer the performance management cycle in the housekeeping department throughout the year with quarterly check-in sessions, regular catch ups.
• Work closely with the Human Resources department in the recruitment of colleagues to ensure staffing are met
• Identify any training gaps and work with the Learning & Development colleagues to ensure training gaps are close
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties
• Provide direction and support to the team on a daily basis
• Interact with outside contacts:
• Guests – to ensure their total satisfaction
• Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
• Regulatory agencies – regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)
• Ensure that the rooms are prepared in accordance to IHG Way of Clean operating procedures
• Coordinate any special request with Guest Services to ensure a memorable stay for our guests
• Ensure that all Housekeeping duties are carried out to the highest standard in order to provide guests with maximum efficiency of service and comfort
• Ensure guests are greeted upon arrival. Respond to guest requests and complaints in a prompt and professional manner. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction
• Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction
• Inspect all guest rooms and public areas on a regular basis to ensure that the furnishing, facilities and equipment are clean and in good repair, well maintained and replaced or refurbished as required
• To check vacant, clean rooms on the report and report any discrepancies both to housekeeping for assignment and to the hotel duty manager for investigation
• Analyse all Guest Heartbeat surveys and any social media reviews to identify any gaps or trends, put in place corrective preventive action to prevent negative issues from recurring
• Manage the day-to-day activities of the housekeeping department, plan, schedule, and organize work to ensure proper coverage. Communicate and enforce policies and procedures.
• Develop and implementation procedures for managing the quality of housekeeping and laundry services. Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction. Ensure that employees are advised of deficiencies and instructed on corrective action.
• May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Log security incidents and accidents in accordance with hotel requirements.
• May serve as Manager on Duty
• May assist with other duties, including assisting staff with their job functions during peak periods.

Qualifications and requirements

• Diploma in Hospitality Management or other relevant qualification
• Minimum 2 years’ related experience as an Executive Housekeeper in a full service hotel
• Oral and written fluency in English. Fluency in another language is an advantage
• Commitment to work rotating shifts, weekends and public holidays.
• Great communication skills, ability to interact with guests, employees and third parties that reflect highly on the hotel, the brand and the company.

In return for your hard work, you can look forward to a highly competitive salary and benefits package, including

• Duty Meal Allowance
• Birthday Off
• Medical Benefits
• Medical & Dental Benefits
• Insurance Coverage
• 25-50% F&B Discount at restaurants within IHG Singapore Hotels
• Special Employee Rate at all IHG Hotels worldwide
• Room to Grow Opportunities

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow.

And because the Hotel Indigo & Holiday Inn Express brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 7000 hotels in over 100 countries around the world.