Responsibilities
* Managing the tasks assigned to your shift as per the shift checklist.
* Resolution of any ad-hoc guest queries, feedback, or complaints whilst on duty with handover and reporting to ensure capture. Ensure management logs and handovers are completed in line with the required standards.
* Supporting the assistant house manager & house manager in evolving our guest experience through feedback/ideas and implementation of new working practices.
* Ensure compliance in ways of working with our Brama systems including but not limited to, MEWS, Duve, Assa Abloy etc.
* Manage guest feedback (recording and escalation) via all channels through the established process to ensure our response time scales are upheld.
* Support our working relationships with all partner companies to ensure communication and established working routines are upheld at all times and in line with our values.
* Manage day to day SLA standards between Brama and partner companies, using agreed channels for reporting/escalation.
* Maintain lost and found procedures.
* Uphold the company health and safety policy in line with training and company standards.
* Laundry to be counted in and out daily, ready for supplier delivery/collection.
* Management and support of the housekeeping team is fundamental to this role and will include:
o Assisting the housekeeping team where applicable in room cleaning/servicing.
o Inspecting rooms following full and service cleans ensuring the very highest standards of cleanliness with particular attention to detail.
o Room toiletries to be maintained in line with SOP.
o Coffee machines to be maintained and descaled in line with SOP.
o Guest rooms to be prepared for arrival with required setup and amenities.
o Brama library to be always maintained and inspected regularly.
Skills
* Bilingual or multilingual proficiency is highly desirable to cater to a diverse workforce and clientele.
* Strong phone etiquette skills for effective communication with staff and external stakeholders.
* Previous experience in guest services or hospitality is advantageous, providing insight into the unique training needs of this sector.
* Excellent organisational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail.
* Strong interpersonal skills to build rapport with employees at all levels of the organisation.
* Proficient in using various training tools and technologies to enhance learning experiences.
Education & Experience:
* Hospitality experience, preferably in hotels.
* Knowledge of housekeeping requirements and standards will be beneficial.
* MEWS operating system experience will be beneficial.
* Must be able to effectively communicate both verbally & in writing, with all levels of team & guests in an attentive, friendly, courteous, and service-oriented manner.
This role will be ideally suited to a cleaning/housekeeping supervisor/manager who is looking for a more guest-facing role. The position will provide a fantastic stepping stone whilst utilising the knowledge and experience gained previously.
Base of work: Location-based role, no home working opportunity.
Job Type: Full-time
Pay: Up to £29,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Bereavement leave
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Private medical insurance
Schedule:
* 10 hour shift
* 8 hour shift
* Day shift
* Weekend availability
Work Location: In person
Expected start date: 20/02/2025
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