Head Housekeeper in City of Westminster

Responsible To: Multisite Head Housekeeper, Operations Managers.

Direct Reports: Housekeeping Staff (Room Attendants, Public Area Cleaners, Linen Porters).

Key Relationships: Operations Manager, Hotel General Manager, Hotel Managers, Supervisors, Clients, Hotel Staff.

Hours of work: As per contract.

Days of work: Monday to Sunday.

Company Overview: HotelCare is the country’s leading hotel support services company, providing the hospitality industry with top rated services and staff from Room Attendants to Executive Housekeepers. HotelCare has over 30 years’ experience of providing award winning services to over 200 hotels nationwide, cleaning over 10,000 rooms per day. Full-Service provisions include self-serviced apartments, the leisure industry, public area services and corporate office spaces. HotelCare has partnered with ICE UK to bring a sustainable and environmentally friendly robotic and chemical free cleaning solution to new and existing clients. Our goal is to reduce our carbon footprint in line with Global Targets while still providing high quality cleaning services.

Job Overview: The Head Housekeeper is responsible for all operational, legal, and security standards. The Head Housekeeper will ensure that the daily operations of the Housekeeping department run smoothly, focusing on operational efficiency through trained and motivated team. The Head Housekeeper is expected to lead by example, demonstrating effective leadership skills while maintaining a professional and positive working relationship with clients and staff alike.

Job Description: The Head Housekeeper works closely with the Deputy Head Housekeeper to support the daily operation of the housekeeping team. This role is key in overseeing cleanliness standards, health and safety compliance, and ensuring security standards are maintained across the department. The Head Housekeeper is also responsible for supporting team development, ensuring high staff performance, and ensuring the expectations of the client are met.

Key Responsibilities

• Plan, organize, and direct team members to ensure the highest service levels in accordance with the hotel contract and standards.
• Ensure hygiene, cleanliness, and safety standards are adhered to at all times.
• Collaborate with hotel and HotelCare operations colleagues to effectively deliver business objectives.
• Manage housekeeping supplies, purchasing, re-ordering, and maintaining inventory according to budgeted requirements.
• Build positive, productive working relationships across all levels of the business.
• Ensure effective communication with the Maintenance Department to highlight any guest impacting maintenance issues.
• Ensure that all special requests, group allocations, and VIP requests are managed and met appropriately.
• Monitor and ensure that all staff are using machinery correctly and identify any required training needs.

Health & Safety

• Oversee that the company’s Health and Safety policy is implemented and managed consistently.
• Ensure full awareness of all Health and Safety procedures within the hotel.
• Handle cleaning materials in compliance with COSHH regulations and ensure staff are trained accordingly.
• Ensure all staff are dressed appropriately and wear protective clothing where required.
• Ensure all department members are fully trained in Health & Safety, fire procedures, customer service, security, and other operational procedures.
• Attend Health & Safety meetings and safety tours as requested by the Health & Safety Manager.

Finance

• Work closely with your District Manager to ensure your site budget is achieved and identify areas for improvement.
• Highlight any financial risks to your District Manager in a timely manner.
• Plan work schedules in advance to ensure the department operates as effectively as possible.
• Manage linen stock and costs, following correct reject linen procedures to prevent excessive laundry costs.
• Monitor guest supplies usage and control inventory effectively.
• Conduct weekly stock takes and ensure accurate reporting of linen, guest laundry, and staff laundry.

Commercial Responsibilities

• Ensure that all workload and staff are effectively organized to meet hotel targets and service level agreements (SLAs).
• Monitor productivity performance and take necessary actions to improve performance where required.
• Manage cleanliness standards in line with SLA and customer feedback, ensuring daily targets and satisfaction goals are met consistently.
• Take an active role in improving operational efficiency and helping reduce costs without compromising quality.
• Implement strategies to increase revenue by optimizing housekeeping processes and staff productivity.
• Work collaboratively with the team to ensure that all contractual and operational KPIs are met and exceeded.
• Lead by example, promoting teamwork and helping colleagues overcome difficulties.
• Coach and mentor team members to support their development and work with operations consultants to identify future talent.
• Ensure clear communication of roles and responsibilities to all team members.
• Support recruitment, onboarding, and training activities for the housekeeping department.
• Conduct performance reviews to monitor staff effectiveness and identify training needs.
• Ensure that company policies and procedures are followed within the team.
• Encourage and promote teamwork and two-way communication.

Quality

• Conduct random quality checks of guest rooms to ensure standards are met.
• Encourage continuous quality improvements within both HotelCare and hotel brand standards.
• Ensure that the HotelCare QMS is implemented and maintained across all operations.
• Participate actively in SMART meetings and embrace change to find opportunities for greater efficiencies.
• Support the development of quality initiatives.

Clients

• Maintain and develop excellent relationships with customers, including hotel managers and general managers.
• Resolve any guest complaints or issues promptly and professionally.
• Participate in customer or hotel-based events as required.
• Maintain positive communication with all hotel departments, guests, and suppliers.

Person Specification

• Friendly, approachable, and professional, with the ability to motivate and inspire a team.
• Ability to work under pressure, with a flexible approach to the 24-hour nature of the hospitality business.
• Strong problem-solving skills, with the ability to resolve issues efficiently and effectively.
• A 'can-do' attitude, showing initiative and taking ownership of responsibilities.
• Impeccable grooming and personal hygiene standards.
• Ability to work independently and take on additional responsibilities as needed.

Experience

• At least 3-5 years of experience in a similar or Deputy Housekeeping management role.
• Experience in managing a large diverse team ensuring high standards and operational efficiency.
• Experience in a performance-driven environment, managing productivity, staff performance, and achieving KPIs.
• Strong experience with Health and Safety compliance, security standards, and legal regulations in the hospitality industry.

Skills and Knowledge

• Strong leadership and interpersonal skills, with the ability to motivate, develop, and manage staff effectively.
• Excellent organizational and time management skills, with a focus on achieving goals and meeting deadlines.
• Proven ability to work under pressure and manage competing priorities.
• High attention to detail and a proactive approach to problem-solving.
• Strong knowledge of Health and Safety standards, COSHH regulations, and quality systems.
• Excellent communication skills with the ability to maintain professional relationships with clients and hotel management.
• Commercial awareness and the ability to manage budgets, stock levels, and financial performance effectively.

Flexibility

You may be required to work different and/or additional hours of work and carry out additional reasonable tasks to meet the needs of the Company and their clients.