Chief Housekeeper

Position Overview

The Chief Housekeeper role entails ensuring the delivery of superior, efficient, personalized butler and cleaning services throughout guest suites, public spaces, and back-of-house areas. This must align with company policies and adhere strictly to public health regulations, aiming to exceed guest satisfaction.

Key Responsibilities

• Manage and supervise the entire housekeeping operations to provide top-quality butler and cleaning services to guests and crew.
• Conduct regular inspections across all vessel areas to confirm seamless operations, promptly addressing any issues to maintain standards.
• Engage actively with guests to understand and promptly fulfill their expectations and needs.
• Coordinate with other departments, fostering good interpersonal relations and ensuring collaborative efforts.
• Respond immediately to guest requests, inquiries, and complaints, ensuring thorough follow-up to achieve guest satisfaction.
• Monitor guest satisfaction continuously through comment cards and guest ratings, implementing improvements accordingly.
• Verify all VIP and large suite procedures on embarkation and conduct random suite inspections to uphold standards.
• Maintain and post a fair in-port manning schedule for housekeeping accessible to the team.
• Handle sensitive information confidentially and maintain proper administrative records for employee training, tests, and conduct.
• Lead, train, induct, and coach staff to maintain high performance levels consistently.
• Prepare cruise reports that highlight service improvements and maintain complaint logs and operational cost records.
• Ensure compliance with public health standards, product and service procedures, and maintain training and health inspection readiness.
• Collaborate closely with HR to address staffing, training, and service quality needs continuously.
• Implement corrective actions effectively and maintain organized management systems.
• Conduct crew meetings for information sharing and ensure housekeeping teams are well-informed about guest details.
• Regularly inspect equipment condition, maintain maintenance logs, and follow through on unresolved issues.
• Coordinate crew assignments for luggage and loading duties during embarkation and disembarkation.
• Train all housekeeping team members on public health standards keeping training documentation up to date.
• Ensure compliance with public health inspections, both internal and external.
• Oversee integrated pest management in housekeeping areas per company policy.
• Guarantee that butlers provide exceptional food and beverage services in suites.
• Supervise laundry service efficiency and floral decorations in guest and public areas.
• Strictly enforce outbreak response protocols and ensure team adherence.
• Onboard new employees effectively, with timely training and induction.
• Communicate performance standards clearly and train staff accordingly.
• Manage all administrative tasks related to the housekeeping department.
• Implement performance reviews and promote cross-training and advancement opportunities.
• Create a positive workplace and lead by example in adopting productive work methods.
• Mentor the Butler Manager preparing them for potential future leadership.
• Oversee costs, budget adherence, and inventory management, including regular stock audits.
• Control China, glassware, silverware breakage, loss, and damage via staff supervision and training.
• Optimize revenue and minimize expenses without compromising service quality.
• Assist in budget planning as requested by Hotel Director.
• Supervise ordering and requisitions for consumables and durable goods to maintain stock levels appropriately.
• Authorize overtime and monitor working hours, ensuring compliance with labor regulations and recording attendance accurately.
• Act swiftly to resolve issues or problems, keeping supervisors informed of significant matters.
• Maintain comprehensive knowledge of daily ship activities to advise guests effectively.
• Practice preventive maintenance to avoid equipment or service issues.
• Deliver company service standards with personalized hospitality to create exceptional guest experiences.
• Lead, develop, and coach subordinates through reviews and feedback to enhance performance management.
• Enforce company uniform and grooming standards diligently.
• Perform all additional duties as assigned.

Safety Responsibilities

• Participate in all crew and passenger safety drills as instructed.
• Abide by company safety and pollution prevention regulations and procedures.
• Attend all mandatory safety trainings.
• Set an example in health and safety practices for self and others.
• Ensure correct use and maintenance of all work equipment, personal protective gear, chemicals, and safety devices, providing training and supervision.
• Support all corporate safety initiatives and related duties as necessary.

Qualification Requirements

• Valid STCW95 certification.
• At least two years of experience managing housekeeping or butler operations in a five-star hotel or cruise ship environment.
• Demonstrated expertise in budgeting and financial oversight within hospitality.
• Strong knowledge of cleaning and hygiene standards.
• Experience with public health policies and procedural compliance.