Executive Housekeeper - Crowne Plaza Madinah

At Crowne Plaza^®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. We’re Making Business Travel Work by Bringing Humanity to Business Travel. We challenge the old world of business that’s overly formal, rigid and where guests feel like a room number not a person. We embrace the new world of business with caring and flexibility – through hotel colleagues who Dare to Connect! 

Dare to Connect is how we describe the Service Style at Crowne Plaza hotels. It shows we’re thinking and acting differently. We’re connecting with guests – and each other – in a more personal way. We’re showing our personalities (and sharing a little of ourselves) and learning more about the other person… as a person, not as a room number or a co-worker. When we Dare to Connect, it means we: 

Dare to Make the First Move… we are proactive and positive… we are the first to greet and say hello, and the first to take action and help our guests. 

Adapt to the Moment… we might not be mind readers, but we can read our guest’s moods and needs and then change our pace, tone and take action so we can help a guest when they need it. 

Relate to Business Needs… we know that Modern Business Travelers need to be productive, so we make sure we prioritize the right things that help our guests do what’s important. 

Enable Quality Downtime… we know our guests want more from their trip than just business, so we make an effort to get to know them and give them recommendations that help them make the most out of their free time. 

DUTIES AND RESPONSIBILITIES

The moment a guest steps into one of our hotels, they walk into a memorable experience. As Executive Housekeeper / Housekeeping Manager, you will be supervising all aspects of housekeeping and laundry – and ensure high standards are maintained.

FINANCIAL RETURNS

• Assist in controlling expenses and minimizing waste in all areas of housekeeping.  Participate as needed in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 

PEOPLE

• Monitor performance and recommend/initiate disciplinary or other staffing/human resources-related actions in accordance with company rules and policies.  Alert management of potentially serious issues. 
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Front Office, Maintenance, and Food and Beverage.

• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Vendors/Contractors – 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) 

GUEST EXPERIENCE

• Schedule routine inspections of all guest rooms/suites 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.
• Respond to guest complaints, special requests and ensure corrective action is taken to achieve complete guest satisfaction.  May assist in coordinating the special needs and requests of VIP, repeat guests and members of frequency program(s). 

KEY ACCOUNTABILITIES

Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance

Educate and train all employees in compliance with governmental and safety regulations. Ensure staff are properly trained and have the tools and equipment to carry out job duties

Check public areas, guest rooms/suites, equipment, linens are clean and in good repair coach team members around any areas of improvements 

Handle complaints and special requests to achieve complete guest satisfaction

Accommodate special needs and requests of the guests, VIPs and repeat visitors

Promote teamwork and quality service through daily communication and coordination with other department heads

Support with deep cleaning projects and/or assist housekeeping staff during high volume periods

Maintain and order supplies and equipment in a timely and efficient manner while minimizing waste and maintaining “green” initiatives 

Maintain procedures for security of lost and found items

Perform housekeeping duties necessary, including making beds as well as vacuuming and cleaning guest suites to ensure guest satisfaction

Report any defects in guest rooms or areas of the hotel to maintenance

KEY SHARED ACCOUNTABILITIES

• Guest Love
• Quality
• GOP

Key interfaces

Operations Manager

Front Office Manager

Guest Relations

Engineering

Finance

Purchasing

Human Resources

CRITICAL EXPERTISE, EXPERIENCE AND EDUCATIONAL ATTAINMENT REQUIRED

Educational Attainment:

• University Degree / secondary education / equivalent 
• Must be able to speak local language(s).

Critical Expertise & Experience:

• Strong leadership, team building, interpersonal and communication skills
• 10 years of housekeeping management experience
• Able to manage resources and inventory

KEY METRICS

• Achieve a pass for the annual OQE audit 
• Winning METRICS, SPECIFICALLY Guest Love and OQE
• Room & Bathroom Cleanliness
• Condition of Guest Room & Bathroom 

Other Metrics:

Ihg green engage programme support

Contribute to hotel gop, guest love & quality metrics

DECISION RIGHT

Owns: 

IHG way of clean team training

HOUSEKEEPING procedures

Housekeeping tools and products inventory

Linen inventory

Overall cleanliness

Engagement and communication with third party providers 

Influences: 

Preventative Maintenance programme 

Housekeeping Expenses 

Green Engage Program

What we offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package. 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 IHG® 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 5400 hotels in over 100 countries around the world. So, whoever you are, whatever you love doing, bring your passion to IHG® and at IHG we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com