Executive Housekeeper
Private Estate
Total years of experience :16 years, 7 Months
Management of the teams at both properties, including scheduling and task delegation.
Compose housekeeping and laundry manuals, SOP's, job descriptions, checklists and inventories.
Quality control to ensure the properties are cleaned and maintained to the highest standard.
Overall responsibility for the maintenance of the terraces and landscaping as well as pool maintenance.
Interdepartmental communication for the reporting of defects that may affect the general operation of the property.
Weekly florist duties including flower arrangements and replacing of flowers and plants as necessary.
Inventory control, expiration label checks and purchasing of cleaning products, linen, amenities, consumables and equipment. Servicing of family and guest rooms done to the highest standards. Family and guest special request and amenity ordering.
Hands-on assistance to the team as and when needed on the floor. Checking personal clothing items for damages, stains/marks, steaming/ironing, dry cleaning.or tailoring as needed.
Laundry management for the private estate, guests and staff uniforms and linens.
Updating inventory and photos of clothing items on to a new system that can be viewed internationally.
Interview and hiring of new staff.
Communicate with the designers and contractors as one property is under mild renovation and one still under construction.
Assist butlers with set-up and service for dinners and events. Co-ordirnate with suppliers and procurement for the ordering of new items for furnishing the property.
Management of a team of 100+ staff, including scheduling and task delegation.
Quality control to ensure the inside of the estate is cleaned and maintained to the highest standard.
Overall responsibility for the maintenance of the gardens and landscaping, beaches, islands as well as pool maintenance. Interdepartmental communication for the reporting of defects that may affect the general operation of the estate.
Florist duties including arrangements and replacing of flowers as necessary.
Inventory control, expiration label checks and purchasing of cleaning products, linen, amenities, consumables and equipment. Deliveries of all items as needed to the designated house holds. Servicing of family and guest rooms done to the highest standards. Family and guest special request and amenity ordering.
Laundry management for the private estate, guests and staff uniforms and linens.
Hands-on assistance to the team as and when needed on the floor.
Provide guests with general ship, port and tour information - all facets of shipboard organisation and services, ports of call and shore excursions.
Cultivate a one-stop centralised information point for our guests, reducing complaints by up to 25%.
Coordinate arrangements for guests experience on-board and shore side for cruises up to 21+ days in duration.
Increase guest satisfaction by delivering excellent customer service, ship NPS rating 9.11
Process all passengers at embarkation/registration according to the embarkation SOP.
Manage restaurant invitations and reservations for guests.
Handle administrative and communication services (copy, scanning, mail, phone, guest and party invitations and guest lists). Maintain a working float for cashing traveler's checks and currency exchange.
Assigned as Supervisor in the Housekeeping team (Responsible for 36 Stewardesses and 28 utility men.)
Maintenance Inspections - To retain ship NPS scores above 9.45. Maximise guest satisfaction by anticipating and exceeding guest expectations.
Effectively handle guest issues to reduce complaints by up to 75%. Responsible for Public Health inspections of all pantries, corridors and lockers.
Assign team member duties and inspected work for conformance to prescribed standards of cleanliness.
Prepare and distribute the room assignment sheet and floor keys to the housekeeping team.
Maintain clear and efficient communication and coordination with the front office and other departments of the hotel.
Schedule deep cleaning of guest suites, all meeting rooms and also public areas.
Florist duties including arrangements and replacing of flowers as necessary.
Inventory control of cleaning supplies and linen and amenities to ensure adequate supplies onboard.
Provide support to the executive housekeeper in all areas of the housekeeping operation.
Responsible for delivering a wealth of guest services in a reputed ‘all suite’ environment.
Manage guests laundry - collection and delivery to and from the suite, cleaning and polishing of shoes.
Guide and mentor new cadets during the training process among a team of 45.
Maximise guest satisfaction by anticipating and exceeding guest expectations.
Ensured public health cleanliness and maintenance standards in assigned guest suites, pantries and corridors.
Setting up of venues for meetings and events.
Serving and overseeing of food and beverage operations. Operational office work such as budgeting, stocktaking and employee work schedule.
Completed processes for guest check-in and check-out. Answered and directed switchboard calls,
Took reservations and attended to special requests.
In charge of the wet and dry stores.
Stock taking, purchasing of and issuing of food to the kitchens. Sales and marketing research on local competitors.
Posting of account expenses, balancing accounts and managing share holder accounts.
While studying hospitality management and professional cookery for 3 years, I worked in a number of different departments in 6 different hotels, gaining experience in all areas of the industry.