Housekeeping Coordinator 
(19246)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

Job Summary

The Housekeeping Coordinator is responsible for the smooth and efficient operation of the housekeeping office as the centre of the housekeeping department. They provide an informed and current source of information as the representative of the Housekeeping Department on a daily basis for Front Office and other related Departments.

Key Duties and Responsibilities

· Check and read emails ensuring that all work related information is noted and pass it onto the Housekeeping Supervisors / Assistant Housekeeper / Executive Housekeeper

· Allocate Room Assignments, and ensure important information, such as departure/ arrival times and any Special Requests, are noted on Room Attendants/ Housekeeping Supervisor list and highlighted.

· Answer all housekeeping office incoming telephone calls correctly, recording messages and deliver them promptly

· Maintain an accurate record of out of order, VIP, Long stay, expected arrivals and departures, function and group rooms

· Handle any guest complaints in accordance with the accepted procedure and immediately advise the Executive Housekeeper, Assistant Housekeeping Managers and/or Team Leaders in order that they remain informed and aware how the matter is rectified

· Ensure that special all Alice guest requests are accurately recorded, communicated and immediately attended to. All guest requests on Alice should be actioned within the required 10 minutes timeframe in accordance with LQA and Forbes standards

· Prepare the daily work allocation for room attendants and maintain all necessary books required for daily control

· Prepare daily staff requirement list for the number of staff required for the next day

· Report any maintenance issues raised by room attendants, supervisors and housemen and make a follow up to ensure that work is completed prior to the guests’ arrival.

· Keep an effective and up to date filing system

· Responsible for the tidiness and cleanliness of the housekeeping office areas at all times

· Update Housekeeping noticeboards as required

· Complete the daily transport list for the department and ensure that the list is updated and submitted by 2 pm daily

· Maintain knowledge of:

o All hotel services/features and hours of operation.

o Guest room layouts, bed types, decor, appointments, amenities, locations, numbers/names.

o Housekeeping services available for guests.

o Available laundry/dry cleaning services and hours of operation.

· Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

· Maintain complete knowledge in the use of all office equipment, computer and manual systems.

· Access all functions of computer according to specifications.

· Set up work station with necessary supplies and resource materials; maintain cleanliness throughout shift.

· Print designated reports and distribute accordingly.

· Update room status report in accordance with departmental procedures. Upsells and show rooms statuses should be followed up with and inspected by 9 am. All departures should be checked-out by 11 am unless a late departure has been confirmed. All incoming arrival rooms for the day should be inspected by 2 pm. All room statuses of rooms to be updated by the end of every shift with no or minimal rollover. Formal handover to be left of the next shift with rooms left on dirty status.

· Contact Team Leader to resolve discrepant rooms.

· Monitor and track status of out-of-order rooms; update accordingly.

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· Prepare work orders for maintenance repairs and distribute to Engineering. Monitor completion of work orders submitted.

· Communicate departmental and guest needs as they arise with respective Housekeeping personnel.

· Answer Housekeeping telephone within 3 rings, using correct salutations and telephone etiquette.

· Document all guest requests for Housekeeping items/services and assign to respective personnel/ departments for completion. Follow up on guest satisfaction.

· Issue Housekeeping items to Housekeeping Attendants for delivery to guest rooms. Follow up on return of items.

· Document, organize and store all lost and found items brought into Housekeeping. Document guest inquiries for lost items; retrieve found items and coordinate return to guests in accordance with hotel specifications.

· Establish and maintain filing procedures.

· Retrieve and distribute departmental mail.

· Type correspondence and reports as assigned by the senior housekeeping management

· Maintain security and an accurate record of all guest room keys issued to Housekeeping staff.

· Receive and escalate all guest complaints by following instant pacification procedures, ensuring guest satisfaction.

· Promote positive relations with guests and employees.

· Document all important information in departmental log book.

· Review status of incomplete work and follow up actions with manager before leaving.

Skills, Experience & Qualification Requirements

· Ability to clearly communicate in English with guests/visitors, management and hotel colleagues to their understanding.

· Ability to provide legible communication.

· Ability to compute basic mathematical calculations.

· Must have computer knowledge on word, excel and PMS systems.

· Familiarity with preparing statistical reports.

· Ability to communicate in English

· Previous training in guest relations.

· Previous experience in hospitality industry, preferably in Housekeeping.

· Ability to input and access data in computer.

· Ability to promote positive relations with all telephone callers.

· Ability to ascertain callers' needs and comply with such to ensure callers' satisfaction.

· Ability to be a clear thinker who can remain clam in pressure situations.

· Ability to focus attention on details, be well organized and follow up.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.