Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
Job Purpose
The position is responsible for the professional and cost effective running of the housekeeping department achieving high standards of cleanliness for guest rooms, public areas and back of house areas within the hotel. Audit and inspect housekeeping personal work assignment.
Primary Responsibilities
Duties
Overseeing the cleaning of guestrooms and public areas ensuring standards of cleanliness and guest comfort are maintained in accordance with Hotel and Brand standards.
Ensure that rooms are made as per Accor’s Hotels Standard by developing and implementing Housekeeping systems and procedures.
Ensure that room cleaning productivity is monitored closely and maintained at the level set by the General Manager or Hotel Manager.
Establish in conjunction with the Hotel Manager or General Manager performance targets for productivity and expenditure ensuring that the department achieves these targets.
Plan, control and supervise Horticultural activities.
Handle guest complaints and enquiries in an efficient and professional manner and ensure the Front Office Manager is informed of any guest feedback.
Verification of supplies consignments.
Approval of the functional manual of the department.
Working closely with the Hotel’s laundry provider to ensure a high standard of laundering is maintained and linen, guest laundry and uniforms are returned to the hotel in accordance with the service contracts.
Prepare various monthly reports and submit them to the Hotel Manager and General Manager.
To plan, organize and keep an accurate record by room of all additional (spring or deep) cleaning carried out to ensure maximum cleanliness and logical work patterns.
To be responsible for the handling of guest laundry and lost property in accordance with Hotel Policy.
Attend and actively participate in weekly Department Head meetings, respecting the confidentiality of issues which may be discussed.
Maintain an accurate and proper inventory of all stocks, guest supplies, linens etc to prevent pilferage or loss of any nature.
Complete InterREACT Audits quarterly and Environmental Essentials Audits every 2 years.
Ensure that the control and procedures of “Lost and Found” is properly recorded and stored accordingly.
Accountable for the proper usage of all equipment and their periodical servicing to ensure efficient working conditions.
Through close supervision, recommend improvements in operation, especially in the following aspects of developing a better service standard, increase in revenue and reduction of cost.
Any other reasonable request as required by the Hotel Manager or General Manager.
Financial Performance
Assist in the development of the Annual Business Plan and Financial Budget, use this as a guide to controlling expenditure during the financial year.
Facilitate the smooth running of the department through adequate supply of materials and equipment.
Adhere to the department budget through the Purchase Order System and inventory controls.
Be proactive in controlling costs being fully aware of forecasted business and targeted profitability whilst maintaining standards. Compare actual achievement against targets regularly and take necessary corrective action where required.
Assist Purchase department in selecting suppliers for items related to Housekeeping.
Conducting inventory on a regular basis and investigating stock losses within the Hotel and with the laundry provider.
Track the completion of all CAPEX items, finalizing business plans and gaining approval prior to implementing project.
Consider the financial impact on Accor for all activities and commitments.
Establish procedures, processes and accurate information that support key financial objectives
Coordinate the briefing and management of suppliers with clear objectives, timeline, budget parameters and outcomes required
Manage department budgets and keep accurate records of invoices and monthly expenditure, reporting any discrepancies or concerns to your manager.
Accor Representation
Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally
Represent Accor to key suppliers and partners
Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor.
Talent and Culture
Ensure the productivity and performance of the Housekeeping team and are completing their duties in accordance with the brand, service standards and procedures manuals.
Use Department Procedure Manuals as a base for all service procedures training.
Achieve effective communication by briefing and debriefing team member, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel.
Induct new team members into the team following Department guidelines, as requested.
Ensure on-going on the job training programs within the department to meet brand and service standards.
Implement Accor policy on EEO and Harassment in the Workplace, ensuring team members are provided with a workplace free of discrimination, harassment and victimizations.
Promotes positive working environment by developing positive team spirit to meet the goals of the department and the hotel.
Prepare weekly team member schedules, monitoring attendance and workforce planning to meet with activity in the Hotel so as to maintain cost effectiveness.
Effectively use the results of guest feedback to improve product and service delivery.
Effectively use the results of Employee Engagement Survey to team members and actively participate in creating Departmental improvements.
Ensure that strategies and practices are in place to facilitate the efficient and effective manning of department to achieve financial and service quality targets.
Develop and implement with Supervisors, strategies to minimise team member turnover.
Ensure team members performance appraisals are conducted for probationary and annual reviews; correct performance issues and discipline as required.
Ensure team member presentation is consistent with hotel team member handbook; uniforms correctly presented and name badges worn.
Recruit team members that are technically skilled or have potential to be through training towards customer focused service.
Ensure all team members are managed in accordance with their relevant award, agreement and employment contract.
Complete all mandatory training through Accor Academy ‘Learn Your Way’. Ensure team members complete and are compliant with the standards outlined in this training.
Management and Leadership
Lead, motivate and inspire team members to create a great place to work
Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions
Empower high performers and innovators whilst fostering entrepreneurial spirit
Active involvement with teams and ongoing coaching/mentoring of direct reports to create cohesion and enthusiasm toward a common goal
Actively look for potential leadership talent and ensure that individuals are supported in their career development
Oversee recruitment and retention of key talent within the department.
Guest Relations and Heartist
Provide efficient, friendly and professional service to all guests, contractors, suppliers and team members.
Lead by example when attending to guest requests. Show efficiency in constantly striving to provide total customer satisfaction.
Work together with trust so that colleagues and management meet the goals of the department/Hotel.
Implement the Accor values and Heartist Principles to offer the best service to our customers’.
Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional and in keeping with the principles of Heartist
Support and value the contributions of all team members, creating trust and empowering our people
Treat guests and team members from all cultural groups with respect, sensitivity and transparency.
Workplace Health and Safety (WHS)
Notify your Manager of any reason you may not be capable of performing your tasks safely.
Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
Attend and actively participate in all WH&S training required of you by the Hotel.
Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
Maintain standards of hygiene for food handling and presentation as prescribed by council/legislative regulations.
Promote a culture that values effective and proactive WHS management
Demonstrate leadership and commitment to maintaining a safe workplace at all times, including your own behaviours and practices
Abide by the Accor WHS policy, return to Work Policy and related policies and procedures and fulfil any legislated requirements
Consult with your team regarding matters pertaining to their health and safety (including their rights and responsibilities) and cooperate with other departments or business units
Report any health or safety hazards or incidents, faults, repairs, cleaning needs and accidents to your manager and record on the appropriate form immediately following accident. Participate in any required actions following the incident
Equip your team members to perform their tasks safely, including any required training and supervision, and provide them adequate facilities
Use safe manual handling techniques, practice safe work habits following Accor health, safety and environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment
Maintain procedures to minimise our impact on the environment and prevent pollution
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your manager
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications
Be fully conversant with departmental fire and evacuation procedures.
Environment
Other
Take responsibility to ensure all required tasks are completed accurately and within given time frames
Participate in scheduled training and development programs provided by Accor
Abide by the Accor policies in relations to equal employment opportunity and harassment in the workplace
Create a culture of inclusion and diversity allowing all team members to Feel Welcome and Feel Valued
Abide by all Accor policies with special note of Accor primary policies and the Competition and Consumer Act Policy
Attend and contribute to team and departmental meetings
In line with the Accor Talent & Culture strategy, undertake and complete additional projects as required
Ensure wherever possible that team members are provided with a work place free of discrimination, harassment and victimisation
Ensure Hotel, Customer and Employee information or transactions are kept confidential during or after employment with the company
Follow Company procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the team member handbook, department procedure manuals and company policy manuals
Any other reasonable tasks requested by your manager.
Main Complexity/Critical issues in the Job
Managing multicultural work force.
Utilising latest technologies for optimum performance of department.
Networking with precinct housekeepers to establish best practice.
Maintenance and Renovations
The manual and physical aspects of the role which include but are not limited to: constant standing, walking, lifting, carrying, pushing and pulling.
Qualifications
Knowledge and Experience
Bachelor Degree in Hospitality Management, Business Administration.
Minimum of 5-8 years of relevant experience in the hotel industry.
Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.
Knowledge of labor laws and employment visa requirements in the relevant state.
Competencies
Leadership and effective administrative skills.
Multi-cultural awareness and able to work with people from diverse cultures.
An ability to understand and navigate complex stakeholder environments
Strong focus and passion for hotel operations
Sound understanding of emerging trends in the industry
Demonstrated ability to coach, mentor, develop and inspire teams
Confident and articulate communication, negotiation, relationship and networking skills
Demonstrated business acumen with the ability to make sound decisions and understand commercial implications
Ability to think strategically and plan on a mid to long term scale
Strong personal integrity
Entrepreneurial spirit with drive, ambition and high level of energy
Good interpersonal skills with ability to communicate with all levels of team members
Flexible and able to embrace and respond effectively to change
Role model in Accor values and Heartist culture.
Additional Information
Novotel Perth Langley is part of the Accor Hotels network and is located in the heart of Perth CBD, offering stunning views of the Swan River along with modern accommodation, dining, and event facilities. Guided by the belief that “Hospitality is a work of Heart,” we are committed to delivering exceptional guest experiences while fostering a supportive and professional environment for our team.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
