Executive Housekeeper, Learning, Development & Service Excellence

at  Marina Bay Sands

Job no: 502869
Work type: Full Time
Location: Marina Bay Sands
Categories: Hotel - Management, Housekeeping

EDUCATION & CERTIFICATION

• Minimum High School Diploma, College or University degree

EXPERIENCE

• Experience in hotels pre-opening/renovation at supervisory/managerial/department head level
• Minimum 15+ years of relevant industry skills with relevant experience in areas of training, development
• Experience with International luxury brands
• Experience managing top tier VIP guests
• International experience
• Multiple property/integrated resort style property
• Ability to successfully operate large-scale high-pressure environment with sudden change in business levels

SUMMARY OF JOB RESPONSIBILITIES

The Executive Housekeeper, Learning, Development & Service Excellence will support the housekeeping operation in developing robust training content/ materials, plans and conducting training across all areas of the operation. They will also be responsible for analyzing guest feedback and implementing corrective measures that may be required to ensure consistent superior guest service and compliance with quality operation standards. The Quality Assurance component will require regular audits of all areas to ensure Operational Excellence KPI’s are achieved. The fundamental operational responsibilities also include a positive and productive work environment and the continued development of the Housekeeping team members at all levels and their career development, a further key requirement of the position will be the continued development and refinement of the operating policies and integration of the brand standards to create “One MBS We Create Unforgettable Memories” culture as well as to continue to research opportunities for operational efficiencies and maintaining departmental financial expectations.

JOB RESPONSIBILITIES

• Directly manage the operating unit under his/her scope.
• Manage and mentor the team to achieve KPI’s relating to financial goals, guest satisfaction, internal quality assurance and Forbes 5 Star rating, as well as Team Member satisfaction
• Liase with supporting departments to support brand standard achievement in their respective areas
• Review department training manuals/plans and specific operating procedures to ensure maximum standards and efficiencies are achieved and maintained
• Responsible for creating and maintaining a robust Quality Assurance program with regular inspections of all areas.
• Responsible for creating and implementing a program that monitors guest feedback and implements corrective measures that drive service excellence
• Ensure training plans in place match the needs of Team Members with a wide range of skills languages and cultures and that the housekeeping team is well trained and knowledgeable in all aspects of standards/service delivery to ensure guests expectations are in turn having a positive impact on guest feedback
• To ensure that the transformation of Marina Bay Sands Hotel Towers “Luxury Base & Luxury Base Suites aka Luxury Hotel” is executed and maintained
• To ensure that the in coordination with the Butler team that particular attention is created and maintained for the reimagined Level 55 experiences for high-value Hotel and Paiza guests
• To ensure that all appropriate personnel are trained in the relevant PMS systems and that these systems are used effectively
• Coordinate and conduct regular inspections of buildings to ensure strict compliance with government, fire, safety regulations and license requirements are adhered to, if not recommend and/or take action to ensure compliance
• Identify, review and facilitate continuous training programs for employees on new operational techniques to increase productivity, maximize revenue or enhance guest service
• Support Marina Bay Sands/Las Vegas Sands Sustainability initiatives
• To support the Director of Housekeeping ensuring all KPI’s relating to Guest & Team Member satisfaction are achieved
• Monitor housekeeping procedures that provide for the health and safety of team members and Guests, such as lost & found, key control, fire, safety and environmental procedures.
• Be aware of new/innovative technologies that can assist to improve efficiency
• Promote the development of a positive work environment for all team members, mentoring all levels through formal and informal meetings discussion and performance feedback
• Work effectively with team members to address cultural and or work environment issues so as to positively affect team member and guest experience
• Be aware of duty of care to occupational health and safety legislation, policies and procedures and initiate action to correct potential hazardous situation
• To understand and adhere to Marina Bay Sands /Las Vegas Sands code of conduct in all aspects of his/her tasks and interactions.