The Old Inn, Crawfordsburn. October 2012
Full Time Head Housekeeper
Responsible to: The Operations Manager
Salary: £20,000 gross per annum
Hours: 45 per week based on a shift pattern, net of breaks
Main Purpose of the Job: Ensuring the department is operated in accordance with the
standards and procedures laid down by the company, is operating within the legal
framework and meets the budgetary/financial targets agreed with management. In
addition, the Head of Department must ensure that the wage ratio is in line with the
level of business. From time to time, the hotel may bring in a consultant to advise on
these matters and the co-operation/assistance of the Head of Department is required.
MAIN DUTIES AND RESPONSIBILITIES
1. To ensure standards of cleanliness, hygiene and tidiness in all
bedrooms/corridors/function rooms/public areas are maintained:
a) Ensuring the cleaning of assigned rooms, bathrooms, corridor areas and
public areas to the highest standards, using only approved cleaning
materials and equipment.
b) Ensuring bed linen and towels are changed to the agreed schedule and
standard laid down by the hotel.
c) Assignment of rooms to housekeeping staff, instructing, delegating and
controlling staff under her responsibility.
d) Alerting the Operations Manager to the needs of housekeeping staff, be it
materials or equipment, as required to carry out their jobs effectively.
e) Maximising the use of all resources and maintaining costs to agreed levels.
f) Overseeing the ordering, delivery, count and storage of all lines and all
items necessary to service the department, including bathroom items,
tea/coffee making facilities, stationary, menus, equipment, cleaning
materials etc. and keeping costs thereof to agreed levels.
2. To ensure customer satisfaction is maintained by:
a) Ensuring guest laundry is collected, charged and returned to the guest in a
speedy and accurate fashion.
b) Ensuring guest property left behind is logged and stored in a secure
location for lost property.
c) Dealing with guest complaints in a friendly and efficient manner ensuring
guest satisfaction at all times.
d) Actioning any maintenance requests in order to comply with the hotel’s
established quality standards and ensure guest satisfaction.
3. To set and maintain standards of service commensurate with the standing of
the Old Inn by:
a) Identifying departmental training needs and recommending to
management training requirements on a regular basis.
b) Participating in and managing staff appraisals and performance
c) Carrying out appropriate off and on the job training for all departmental
staff and maintaining records of staff training.
d) Undertaking daily checks on the performance and appearance of staff,
ensuring a high standard of personal hygiene and grooming.
e) Wearing a clean and suitable uniform and name badge at all times and
ensuring all staff in the housekeeping department adhere to the standard
f) Ensuring that housekeeping staff carry out the hotel’s good customer
relations policy, including politely addressing and directing all guests.
4. To maintain staffing levels in line with occupancy levels and ensure effective
communication between staff, by:
a) Assuming responsibility for the completion of rotas and holiday forms for
all full and part time staff in an accurate fashion.
b) Advertising and interviewing for prospective staff and appointing as
appropriate, ensuring departmental compliance with Personnel procedures.
c) Preparing all departmental payroll information for management.
d) Carrying out exit interviews.
e) Chairing regular team meetings and copying minutes thereof to the
f) Conducting daily (shift) briefing sessions.
g) Being accessible to staff on matters of welfare which may affect their
work/productivity. Maintaining discipline, good communications with
other departments, team spirit and staff morale.
h) Attending operational and other meetings called by management.
5. To ensure the department is operated within the Legal Framework by:
a) Ensuring the department and staff operate within the appropriate
legislation including licensing, health & safety, hygiene, equal
opportunities and any other legislation as appropriate.
b) Keeping all staff/work areas tidy and safe and reporting any hazard,
accident, loss or damage to management.
6. Carrying out any other duties as may be reasonably required by management.
Previous Housekeeping Experience in a Hotel of 4 star or higher
Commitment to The Old Inn as a 4* Hotel
Clear Spoken and written English
High level of flexibility
In line with the requirements of legislation, all applicants must be eligible to live and work in
the UK. Documented evidence of eligibility will be required from candidates as part of the
Certification in industry standards for cleaning and hygiene
Hospitality experience in a similar establishment
Health and Safety, manual handling experience
Demonstrable Skills (assessed at interview)
Ability to work under pressure and resolve problems
Committed to providing exceptional guest service
Ability to manage your team of reportees effectively
High standard of personal presentation
Ability to work as part of a team