Main Tasks
• Offer exceptional guest care at all times
• Provide support to and supervise the team for an effective and efficient shift
• Implement SOPs to ensure consistent and high-quality service delivery, while also conducting regular training sessions to familiarise team members with the hotel's service standards
• Provide support for recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new starters
• Assist the Head Housekeeper with supply ordering and stock inventory, maintaining a good relationship with suppliers
• Collaborate with other departments such as Front Office and Maintenance to ensure seamless coordination and exceptional guest experiences
• Ensure the safety and security of our guests and employees by training team members on protocols, maintaining supplies and ensuring swift and efficient response to any crisis
• Consistently advance expertise in pest control and bed bug management
• Communicate guest feedback to the team and continuously strive to improve guest service standards and satisfaction by fostering positive guest experiences
• Utilise all relevant systems correctly to complete tasks in a timely manner
• Adhere to Company policies, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations; this role requires particular adherence to COSHH and Manual Handling
• Complete any other reasonable request made by a member of the management team
Person Specification
• Genuine passion for delivering memorable moments to guests and leading the team on shift
• Excellent leadership skills with a friendly, hands-on approach and lead-by-example work style
• Confident working within brand guidelines to deliver consistent results
• Willing to find creative solutions, and offer advice and recommendations
• Continually strive to attain new skills, ensuring best practice and service delivery
• Positive approach to handling multiple challenging priorities and assignments
Measurable Performance Indicators
• Demonstrating the Company vision, mission and values when interacting with colleagues and guests
• Fulfilment of the job skills checklist
• Achieving agreed KPIs
• Customer satisfaction scores e.g. Booking.com
• Regular review meetings with line manager
Ongoing Learning
• GROW online BELONG induction and development courses
• Academy Technical skills training
• Mental Health First Aider training
• Fire Marshal training
• Manual Handling Trainer
• 'Come Join Us' Guest Care training
• Opportunity to apply for internal development programmes, such as:
- 'Insights' Development programme
- The People Programme
- Level 3 Apprenticeships in Team Leading
NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.
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