Housekeeping Staff

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalize on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:

 

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners – taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

RESPONSIBILITIES

Under the direct supervision of the Executive Housekeeper / Assistant Executive Housekeeper, the Housekeeping Assistant Manager is responsible for the entire Housekeeping operations and administrations, ensuring the highest level of guest satisfaction in accordance with the Policy and Procedure and Standard Operating Procedures Manual and Guideline established by the hotel or the corporate office.

 

KEY DUTIES AND RESPONSIBILITIES:

 

Please note that this is not an exhaustive list of everything that needs to be done. Amansantis always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

 

GENERAL

• Understand and embody Aman Flamework, such as Ambition, Purpose, Brand Pillars, Values and Competencies.
• To ensure that the Brand is protected, to ensure that all business partners and guests are delighted by their on-property experience, in the best traditions of the Aman culture and Flamework.

 ACT LIKE OWENRS

 LEADERSHIP

• Manage the daily activities of Amansantis and third party contractors in the team.
• Establish and maintain department organization, manning and productivity under the supervision of the Executive Housekeeper / Assistant Executive Housekeeper.
• Monitor and spot check quality of work at Housekeeping.
• To walk the talk and be a role model in delighting our customer.
• Observe and highlight service areas that can be improved to maximize guest value for money.
• Support and encourage the team for empowerment.
• Display a positive and passionate attitude towards the accomplishment of division goals and achievements.
• Review and remind the Aman Flamework on a daily basis.
• Practice timely guest complaint handling and follow up to make sure guest satisfaction and recovery.

 

RESULT AND DRIVE

• Understand and follow Delegation of Authority of the department.
• Review daily revenue and statistical figures.
• Maximizing Rooms profit by managing cost.

NATURE PATHFOINDER SPIRIT

 

BUILDING RELATIONSHIPS

• Maintain strong relationship with other department heads and Excoms in absence of Executive Housekeeper / Assistant Executive Housekeeper.
• Maintain strong relationship and goodwill with suppliers and third party contractors.
• Maintain service quality provided by third party contractors.

 

INNOVATION & ENTREPRENEUSHIP

• Be open and supportive with implementation of new ideas.
• Utilize resources to achieve improvement of productivity of tasks and quality of the service.

 

INVEST IN INDIVIDUALITY

 

STRATEGIC DIRECTION

• Plan and ensure a smooth daily operation based on forecasted occupancy and situation.
• Implement and maintain Policy and Procedures and Standard Operating Procedures under supervision of the Executive Housekeeper.
• Ensure inventory checks are done and opportunities to reduce losses and damages are studied.
• Manage expenses through planning, review operational cost and labor cost.
• Plan and enforce the preventive maintenance for guest rooms and public area including outlets in the hotel.

 

QUALITY OF WORK

• Understand and follow Policy and Procedures and Standard Operating Procedures.
• Manage and maintain Guest History profiles and ensure Guest Recognition, Customer Delight and Retention on daily bases
• Ensure the guest information is properly handled and protected.
• Drive customer delight and retention by being a role model in delight guest in every single interaction.
• Obtain feedback from guests to improve services and facilities actively.
• Full knowledge of stay package and promotions available to guests.
• Full knowledge of guest rooms and information of outlets in the hotel.
• Full knowledge of the operational systems at Housekeeping.
• Ensure to maintain storage areas and pantries are clean and tidy at all times.
• Ensure to maintain and monitor cleanliness and quality of guest rooms and public area, all outlets and back of house area in the hotel.
• Correspond and take care guest requests, like guest laundry, any items request, any arrangement.

CELEBRATE COMMUNITIES 

 

DEVELOPING OTHERS

• Identify and implement training programs for the Housekeeping based on departmental needs for Guest Loyalty and Customer Delight.
• Lead departmental training and OJT in the department.
• Provide honest feedback at all times on employee performance.
• Involve the team in decision-making processes.
• Take every opportunity to recognize and reward staff as a manager.
• Understand and conduct Performance Appraisal process to follow the instruction from HR.

 

TEAMWORK

• Recognize team members for outstanding delivery of customer delight.
• Communicate guest preference information with other departments to delivery customer delight.
• Create a positive and highly motivated working environment that promotes and develops teamwork.
• Help each other across departmental boundaries.

 

COMMUNICATION

• Utilize and develop communication tools and channels for the dissemination of information and workflow amongst Front Office and all departments in the hotel.
• Attend Daily Rooms / Housekeeping Briefing to share information.

 

HUMAN TOUCH

• Recognize team members for outstanding delivery of customer delight.
• Maintain strong relationship and goodwill with regular guests.
• To ensure that the environmental initiatives are adhered to in the workplace and participates in community activities and programs.
• Celebrate guests’ occasions like birthday and anniversary by preparing cards, letters, email, and gifts.

HEALTH, HYGIENE, SAFETY AND SECURITY

• Be aware of Hotel Safety Procedures.
• Become a main player during emergencies.
• Never compromise safety.
• Full understanding and utilization of the code of discipline as a guide to maintain a safety of our guests, Amansantis and the hotel.
• Understand and enforce hotel grooming standards.
• Understand and enforce COVID-19 countermeasures and SOPs in the hotel.
• Always pay attention to own physical condition management.
• Understand and enforce chemical handling Policy and Procedures.

QUALIFICATIONS

ESSENTIALS:

Languages:

- Verbal and written proficiency in English and Japanese

Others:

- Computer knowledge, ability to work long hours

- Motivated and team builder

- Flexibility, enthusiasm, initiative

- Goals oriented, desire to achieve goal

- Committed

 

DESIREBLES:

- Experience as Housekeeping Assistant Manager in an international luxury hotel

- Sense of humour

- Self confidence

- Maturity

- Knowledge of other foreign languages