Job Description
Responsibilities:
• To ensure that the departments within his/her scope of responsibility adhere to all policies and procedures set by Novotel Phu Quoc Resort.
• To initiate and maintain effective communication between his/her department and all other operating departments.
• To maintain effective communication between his/her department and the General Manager.
• To carry out, on regular basis, the following assignments:
- Prepares annual recommendations for capital improvements in areas covered by scope of responsibility for management approval.
- Periodically conducts physical inventories off all uniforms, linens, annually prepare requisitions for management’s approval to ensure par stock of all items.
- Approves and submits to Finance all invoices for goods and services received.
- Personally reviews and re-evaluates all job descriptions, procedures, equipment and supplies.
- Understands working procedures of Front Office and other related departments.
- On a weekly basis, inspects a section of rooms for scheduling of extra cleaning, repairs, etc.
- Annually conducts a complete room grading program.
- Inspects all public areas daily.
- Periodically reviews and updates, if necessary, procedures concerning the stocking, care and control of uniforms, linens and supplies.
- Periodically reviews laundry and valet procedures to maximize efficiency and care of both hotel guest and staff items.
- Annually discusses personnel evaluations with the appropriate employees.
- Acts as Chairman of the Linen Management Committee under the umbrella of the Loss Control Committee.
- Prepares the Expense Forecast and the Profit and Loss Analysis Report.
• Ensures that the assigned bedrooms, corridors, vending areas and other areas are properly cleaned daily. Inspects these areas daily and submits work orders to the engineering department.
• Works closely with and gain a working knowledge of front office, accounting and the necessary aspects of food & beverage and engineering.
• Ensures that the Assistant Executive Housekeeper and the Floor Supervisors continually inspect their assigned areas turn in their room inspections.
• Ensures that all reports are prepared completely and on time.
• Ensures that SOP is available, current and in effect.
• Ensures that the guest response program under area of control is being followed effectively.
• Ensures that the hospitality program is in effect and monitored daily.
• Ensures that proper key controls are in effect.
• Ensures that purchasing manuals are kept up-to-date and only approved items are purchased. Purchase order logs should be maintained.
• Ensures that accurate inventories are taken: guest/cleaning supplies and uniforms monthly, linen on quarterly basis.
• Ensures that all reports are prepared completely and on time.
• Controls overtime through good management and immediate response to problems.
• Reviews operating statement and critiques unusual overages and shortages. All possible effort must be made to meet budgeted goals.
• Audits and approves schedules
• Involves the Assistant Executive Housekeeper, Floor Supervisors and Room Attendants in as many administrative functions as possible to further develop them.
• Ensures that all employees are hygienically clean and in clean, complete uniforms.
• Reviews preventive maintenance rooms daily.
• Provides up-to-date description for all supervisors and employees.
• Ensures that productive and effective monthly department meetings are held and meeting minutes are published and directed.
• Ensures that a process exist for an immediate response to all guest problems and guest correspondence.
• Ensures that lost and found articles are stored properly and that the correct logs are maintained.
• Maintains division goals.
Administration Responsibilities:
• Develops and implements programs designed to improve the efficiency of the operation and improve the service to our guests.
• Prepare monthly/quarterly reports on the department's asset management in compliance with regulations, ensuring transparency and accuracy.
Personnel Management:
• To consistently maintain selection, staffing, training, supervision, morale, grooming and conduct standards and terminate all persons within her scope of responsibility delegated by the General Manager and/or Hotel Management.
Human Relation and Training:
• Ensures that an effective and complete training program is in use and that all associates are well trained and re-trained, as needed.
• Responsible for recruiting and organizing training for personnel within the department, ensuring that staffing needs are met and team capabilities are developed
Other Duties:
Carry out other duties as reasonably assigned by the Department Head or Management, including providing support to other positions/departments when required, in alignment with professional competencies and the hotel's policies and regulations.
Knowledge and Experience
- Diploma/Degree in Hospitality Management or related fields preferred (equivalent operational experience highly valued)
- Deep knowledge of housekeeping chemicals, modern cleaning equipment, and fabric/laundry care standards
- Minimum 3-5 years of experience as Executive Housekeeper or Assistant Executive Housekeeper in 4/5-star hotels or luxury resorts
- Good command of English (especially for cross-department communication and handling guest requests)
- Proficient in Hotel PMS (e.g., Opera, Smile) and basic MS Office (Excel, Word) for scheduling and inventory tracking
- Strong grasp of cost control, inventory management (linen, amenities), and labor scheduling
Competencies
- Hands-on leader who can lead by example and train staff on standard operating procedures (SOPs)
- Sharp eye for detail, cleanliness, and room presentation standards
- Problem-solving mindset to handle guest complaints and room maintenance issues quickly
- Ability to work under pressure, manage tight room turnaround times during peak seasons/full house
- Physically fit and energetic, capable of conducting daily physical inspections of rooms and public areas
- Great team connector with strong communication skills to coordinate smoothly with Front Office and Engineering
- Polished appearance and professional grooming standards at all times
- 100% salary and 100% service charge during the probation period.
- Full Social, Health, and Unemployment Insurance.
- 13th-month salary & Resort's performance-based bonus.
- Monthly Officer Check (OC) allowance at the Resort’s restaurants.
- Relocation Allowance.
- Monthly Phone Allowance.
- Monthly Gasoline Allowance.
- Housing Allowance / Free accommodation at Heartist House.
- 03 complimentary meals per day at the staff cafeteria.
- Special employee discounts on services at Novotel Phu Quoc Resort and all Accor hotels worldwide.
- Professional training programs from AccorHotels Academy.
- International, professional, and dynamic working environment.
- Engaging team activities: Birthdays, Year-End Party, Football/Volleyball clubs, etc.