Capella Hanoi

Provides inspirational leadership, clear vision and direction to team members to ensure delivery of
the Capella brand, values and vision, to create an amazing experience for our guests and team
members.

Monitors Housekeeping personnel to ensure guests receive prompt and courteous service by
satisfaction by conducting regular guest rooms inspections and inspections of public areas, back of
the house as well as the surrounding service areas well mantaince and cleanliness follow up hotel
standard reqiure.

To conduct a daily briefing of all staffs to ensure that everyone is aware of the day requirements and
any special events that may be happening (for example - site inspections, show rooms or VIP
arrivals) to make sure staffs well know all guest benefit, Guest special request, VIP arrival set up.

Support the Executive Housekeeper in overseeing the daily operation of the Housekeeping
department and ensures that hotel's policies, departmental standards are strictly adhered to.

o Daily check email & respond to reply and follow up if any issue pending, it should be following up at
the end and make sure guest satisfaction.

o Check the daily assignments of supervisor - Rooms and Public areas, Linens & Laundry, assist in the
day on the job operation as and when require during emergency manpower shortage. Conduct
weekly sup meeting to ensure all information related to work schedules, job tasks assigned aare
consistency according to the direction.

o Plan and manage all housekeeping cleaning project for each section to ensure all areas are clean and
maintain. Schedules routine inspections by supervisors, of all housekeeping areas including occupied
and non-occupied rooms and Public areas.

o Prepare weekly staffing schedules, monitoring staff attendance and assist in planning work
schedules. Delegate to all supervise to observe staffs within the Department and assist them in
preparing work schedules.

o Daily check for occupancies focuses to ensure enough manning guide for operation, assign manning
guide and report for Housekeeping Manager to work with HR incase less manning.

o Daily inspection guest rooms, public areas, laundry and flower on a regular basis to ensure
furnishing, facilities and equipments are clean and in good condition, well maintained and replaced /
refurbished as required, to ensure well manage follow up standard.

o Conduct weekly supervisors meeting & through close supervision recommend improvements and
changes to the operation of the Department, especially concerning creating better services
standards, increasing revenue and reducing costs.

o Daily check guest preferance & glitch to make sure all issue or guest comment are sharing
information for whole staffs and to follow up. To join Pre-arrival meeting for well prepare in advance
to make sastifaction of the service.

o Build and maintain strong guest relationships by periodically checking in on their stay experiences,
gathering feedbacks to improve on operation and service experience.

o Ensuring that all "Glitches" & complaints are handled with utmost professionalism and proper
follow-ups are done in a timely manner.

o Keep informed of VIP and special attention guests' reservations and ensure that the preferences are
well communicated within the team.

o Inspects linens & laundry room to ensure all items send out/in are accurate counting & recorded in
logbog. To be well control all staff uniforms/ guest laundry and guest linens and make sure
everything is in good condition and clean.

o Build and maintain good rapport and cooperation with external laundry contractor to assure a
smooth flow linen for operation

o Support the Front Office department in ensuring room readiness and quality guest room servicing.

o Informs other operating departments of Housekeeping matters, which concern notably the Front
Office, to ensure accurate room status, also in addition to communicating with Engineering to make
sure all information are updated.

o To suggest to Housekeeping Manager any necessary improvements for the efficient and effective
performance of the hotel.

o Maintains strong working relationships with other departments to ensure effective communications
for operational issues, serves as a role model for inter-departmental collaboration and support.

o Be an exemplary role model in inspiriting team members through strong demonstration of the
Capella Culture and Service Philosophy.

o Assists the Executive Housekeeper with operational budgets, payroll progress report, inventory
costs control to ensure efficient expenditure planning and financial forecast without compromising
on quality.

o Check inventory & monthly reports as required by the Housekeeping Manager. To check all the
monthly inventory (linen, laundry, chemical, amenities, lost and damage, lost and found) and do the
month end reports to the Exe. Housekeeper

o Responsible to ensure that all amenities supply, linen and chemical levels and usage are effectively
and cost efficiently controlled.

o Be responsible to support Executive Housekeeper for Planning, Organizing, Training and Cost Control
in the Department.

o Coordinate with Training Manager in implementing periodical Standard Operating Procedure and
Audit testing and training.

o Effectively communicate the importance of Forbes and LQA (leading Quality Assurence) standards
with team members to ensure best audit performance.

o Foster positive working environment for all colleagues by performing periodical check-in with team
members to ensure satisfaction, maintain strong working relationship with one another and keep an
open-door policy.

o Incorporates guest satisfaction as a component of departmental meetings with a focus on
continuous improvement. Leads and implements initiatives for guest's engagement and high
performing standards of the team.

o Delegate and empower team members to take responsibility in personalizing services to exceed
guests' expectations.

o Plan and rosters according to business level to optimize resources. Perform administrative tasks
such as medical and annual leave approvals. To summarize month-end calendar and check cadena
extraction with coordinator and submit to Head department on time

o Monitor and conduct performance review for department managers and provide timely feedback
for improvements and praises as due.

o Assists in recruitment activities such as interviewing new talents for the departments and succession
planning.

o Take ownership of individual's growth and be involved in career progression and succession
planning of team members.

o Maintain an image of professional senior management to all guests, team members and the hotel.

o Perform all duties with discretion, professionalism and a pleasant demeanor.

o Perform duties as requested by department head.

o Submit completed daily jobtask check list, return report, duty phone & key to supervisor & sign in
key logbook, logout Knowcross. Handover pending work for PM shift and note down to handover
logbook before end of shift.

Full Job Description
Capella Hanoi
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