Job Description
KEY RESPONSIBILITIES
Room Control & Coordination
- Monitor daily occupancy, arrivals, departures, stayovers and room status.
- Coordinate room cleaning priorities based on arrival times, VIPs, early arrivals and operational requirements.
- Assign and distribute rooms to Room Attendants based on occupancy and manpower availability.
- Monitor room cleaning progress throughout the shift and follow up on outstanding rooms.
- Ensure cleaned and inspected rooms are updated accurately and released promptly in the hotel system.
- Identify and resolve discrepancies between Front Office and Housekeeping room status.
- Coordinate room changes, rush rooms, late check-outs and other special room requirements.
Cross-Department Coordination
- Maintain close communication with Front Office on room readiness and guest priorities.
- Coordinate with Engineering on room defects and maintenance issues affecting room availability.
- Escalate prolonged Out-of-Order/Out-of-Service rooms and operational issues to the Housekeeping leadership team.
- Support effective communication between Room Attendants, Supervisors and other operational departments.
Operational & Administrative Support
- Maintain accurate records of room assignments, room status and outstanding tasks.
- Monitor productivity and room allocation to ensure workloads are distributed efficiently.
- Track guest requests and ensure timely follow-up.
- Assist with daily reports, room discrepancy reports and operational handovers.
- Support Housekeeping Supervisors and management during high occupancy and peak periods.
Guest Experience & Quality
- Prioritise VIP rooms, special requests and rooms requiring urgent attention.
- Ensure room readiness supports hotel check-in standards and minimises guest waiting time.
- Communicate delays or operational challenges promptly to the relevant teams.
- Support the Housekeeping team in maintaining cleanliness and presentation standards.
REQUIREMENTS
- Previous experience in Housekeeping, Front Office or hotel operations preferred.
- Good understanding of hotel room operations and room status terminology.
- Experience with hotel Property Management Systems (PMS) is an advantage.
- Strong coordination, organisation and communication skills.
- Able to multitask and prioritise effectively in a fast-paced environment.
- Good attention to detail and accuracy.
- Comfortable working with computers, reports and operational systems.
- Able to work shifts, weekends and public holidays according to operational requirements.
KEY COMPETENCIES
- Planning & Organisation
- Communication & Coordination
- Attention to Detail
- Problem Solving
- Sense of Urgency
- Teamwork & Collaboration
- Guest Focus
- Accountability
KEY PERFORMANCE INDICATORS
- Timely availability and release of clean rooms
- Accuracy of room status and PMS updates
- Effective management of rush and priority rooms
- Reduction of room status discrepancies
- Timely follow-up of maintenance and room defects
- Effective allocation of Room Attendant workload
- Communication and coordination with Front Office and Housekeeping
- Contribution to guest satisfaction and smooth check-in experience