Job Title: Executive Head Housekeeper Division/Location: Housekeeping The Milner York Reports to: Hotel Manager WHY RBH? At RBH we are looking for exceptional people to provide outstanding service to our guests and who put our people at the heart of everything we do. With a real focus on performance, people, quality, profit, and communities, RBH transform hotels. We take our values very seriously and our team should strive to always: • Act with INTEGRITY • Deliver EXCELLENCE • Have the AMBITION to continuously improve, and • Show that we CARE WHY RBH? At RBH, we are dedicated to recruiting exceptional individuals who prioritise delivering outstanding service to our guests while placing our people at the core of our operations. With a genuine focus on performance, people, quality, profit, and communities, RBH transforms hotels into exceptional destinations. Our values of integrity, excellence, ambition, and care serve as guiding principles in everything we do. The Multi-Site Head Housekeeper role is pivotal in ensuring that RBH guest service, financial, team and quality standards are consistently met and exceeded. As a key leader within the cluster team, you will play a vital role in supporting the team to support our guests and ensuring exceptional service delivery. Duties and Responsibilities · To set the agreed standards of operation within the Housekeeping Team & Department through leadership and communication with the Housekeeping Supervisors. · To constantly monitor standards of performance and ensure that the standards set down are being both applied and achieved. Ensure these standards are consistent throughout the hotel. · To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments. · To have a full understanding of all systems and programmes e.g. Opera Cloud, any other software that may be appropriate to the department. · Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised paying particular attention to Front Office, Reservations & Food & Beverage. · Establish and maintain strict security procedures within your department, reporting any potential risks to the Hotel Manager in a timely manner. · To carry out appraisals/job chats (Great Conversations) as per the company appraisals system. · To be fully compliant with disciplinary procedures and all other relevant human resources practices e.g. sickness/absenteeism. · To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the Hotel Manager for the enhancement of customer expectation. · To support with initiative and commitment the overall objectives of the business in terms of both, revenues, costs and teamwork – whilst developing your personal competency levels. · To ensure that the Guest Messages are dealt with in an efficient and punctual manner. · To attend and contribute to all daily/weekly team meetings. · People · Carry out the company 4,8,12-week review process (Great Conversations). · Liaise with the HR Manager with any issues which may be classed as high risk. · Identify training needs within the team and deliver or source appropriate training, ensure that all SMILE Training and Shooting Stars are completed within the correct timescales. · Communicate throughout team to ensure all members are aware of current developments within the company. · Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skills development. · Daily briefings with your team to discuss any queries, ensure standards are high and offer your support to the team. · Hold monthly departmental meetings to discuss any relevant topics and to give feedback on company, hotel and departmental performance. · Communicate effectively with every department to ensure maximum efficiency and seamless procedures across the hotel. Quality · Ensure all appropriate Milner York brand Standard Operating Procedures are adhered to. · Utilise Review Pro/Trust You to ensure quality measures are maintained throughout the company. · Attend guest review meetings with the Hotel Manager on a regular basis to discuss current ReviewPro scores and trends. To create and contribute ideas for solutions. Profit · Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security and stock control. · Pro-actively pursue all practices in-line with company environmental and energy saving initiatives. Strategy · To effectively manage relationships with any agreed external contacts, professional advisors and official bodies · Develop and maintain a strong relationship with the sales department in order to strengthen our existing markets and build new markets. General ▪ Familiarise yourself with the company policies and procedures plus employee handbook and lead by example in demonstrating behaviours that we expect all employees to display. ▪ Have the desire and ability to improve your knowledge and abilities through on-going training and development. ▪ Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries. · Produce reports as required in line with current guidelines. · To be prepared to be flexible in working practices and to carry out any reasonable request by the management team to ensure the smooth operations of the Hotel. · Have brilliant attention to detail and time management skills to ensure a smooth running operation. Background / Experience Essential: ▪ MUST HAVE previous housekeeping management experience ▪ MUST HAVE Previous experience in a similar role in 4/5 star hotel ▪ Excellent numeracy and literacy skills ▪ Experience of cash handling ▪ Customer Service experience ▪ 3 Year’s previous experience of a management/supervisory role ▪ UK citizen or valid work permit Desirable: ▪ Relevant NVQ qualification or equivalent The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. I confirm that I have read and agreed to this Job Description outlining the primary duties of my role. Employee Name (print)____________________ Employee Signature_______________________ Date___________________________________ This revised document provides an expanded set of responsibilities tailored for a Executive Head Housekeeping position within RBH/The Milner York, including team leadership, training, managing complex issues, and serving as a duty manager.