Night Housekeeper in London

Overall responsibility of delivering high quality cleaning and smooth running of housekeeping, room service and laundry during the night.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides guests and crew with the highest quality butler services by assisting the Chief Housekeeper in managing and overseeing the Housekeeping operation.
• Visits and constantly walks all areas of the vessel to verify their smooth running, acting on and following up on any issues found to ensure that standards are not affected.
• Ensures that all guest orders are handled quickly and knowledgeably.
• Ensures updates of and checks the Guest recovery log, checks for improvements to be made during the night.
• Regularly monitors guest satisfaction and ensures personal responsibility and accountability. Reviews all mid-cruise and end-of-cruise comment cards and acts accordingly.
• Carries out random checks in public areas, toilets, launderettes, laundry and room service to ensure high cleaning standards.
• Builds a report as a daily handover for the Chief Housekeeper and Butler Manager with any night Suite Movements.
• Updates and maintains Silver Compass.
• To be fully knowledgeable of all in-suite services, amenities, functions and systems.
• Is a continual source of information, help and assistance to all guests and crew.
• Supervises and ensures that an equitable and effective work schedule for the housekeeping team is in place on a cruise-by-cruise basis and at least one day in advance.
• Supervises and ensures that duty sign in sheets are monitored via the Time and Attendance application.
• Ensures confidentiality when handling sensitive information.
• Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, verbal counsels, working/resting hours).
• Organizes and leads training sessions for all Night butlers, Utilities and Laundry team to continuously develop their knowledge, techniques, skills, guest focus and sense of service.
• Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction and ensures the maintenance of the complaint log.
• Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).
• Maintains a consistent and fair corrective action system.
• Updates, files and maintains any USPH logs, and IPM logs and cockroach traps.
• Ensures that the Silversea product and service standards and procedures are in place and maintained.
• Carries out regular inspections on the condition of equipment, checking and updating the maintenance log on a regular basis, following up on items still pending until closed. Maintaining records of inspections as standard.
• Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire butler team is properly trained on Infection Control & Public Health standards, retaining training records as standard.
• Ensures the readiness for any announced or unannounced Public Health inspection, whether it’s completed internally or by external authorities.
• Ensures that all pantries are in compliance with Public Health standards at all times.
• Demonstrates a high and consistent level of organization and management.
• Responsible to ensure that the highest level of food and beverage services is provided in the suites by the Night butlers, and setup of trays for a smooth breakfast service.
• Strictly follows the Infection Control and Outbreak Prevention Response regulations and ensures that the entire Housekeeping team follow your instructions.
• Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Ensures that new crew are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Communicates standards of performance to employees and trains employees effectively on them.
• Complies fully with the Company procedures for talent management including the policies for cross-training, promotion and transfer.
• Strives to create and maintain a positive work environment. Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools.
• Mentors the Senior Butler utilizing effective delegation and preparing him/her for taking over the Butler Manager's responsibilities if necessary.
• Keeps self and team members aware of costs, budgets and monitoring procedures.
• Maintains an accurate inventory of consumable and durable items in all Housekeeping areas, ordering of any required consumables and durables through MMS, for a smooth running of the operation.
• Supervises and ensures that a full and complete inventory and consumption record is maintained for all supplies and equipment assigned to the Housekeeping department.
• Controls the cost of china, silver, glass and consumable items by training and supervising the Housekeeping team to minimize breakage, loss and damage of equipment. Takes the necessary steps in order to maintain maximum cost control.
• Maximises revenue and minimises operating expenses without negatively affecting the product delivered to the guests and crew.
• Controls and approves the night team overtime and working hours. Making the best use of manpower by managing the hours worked by each crew member and monitoring the financial impact on the business, ensuring each employee works according to his/her contractual hours and in compliance with ILO and MLC work/rest hours. Completing all relevant documentation and finding alternative solutions in case of an anticipated increase in overtime, in order to fully comply with Silversea policy and procedures at all times. Record keeping as standard.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Keeping the Hotel Director promptly and fully informed of all problems and matters of significance.
• Practices preventative maintenance.
• Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
• Leads, trains and develops subordinates ensuring effective reviews, feedback, coaching and performance management.
• Accountable for meeting Public Health requirements.
• Practices good people management, maintaining proper conduct with all departments around the ship.
• Observes and enforces uniform and grooming standards according to Company policies.
• All other duties as assigned.

QUALIFICATIONS:

• Previous management/supervisory experience in a Housekeeping in a 5 star establishment, hotel or cruise ship or equivalent experience in a 5 star establishment.
• Excellent knowledge of cleaning standards.
• Knowledge and experience of Public Health policies and procedures.
• Able to dispense, use and understand safe applications of cleaning chemicals.
• Good working knowledge of Microsoft applications, Fidelio and hotel operating systems.

LANGUAGE REQUIREMENTS:

• Good knowledge of the English language is required. Ability to speak additional languages such as Spanish, preferred.