Jobs at Domeo Resources International (DRI)

Reports to: Assistant Executive Housekeeper / Executive Housekeeper
Direct Reports: Room Attendants, Public Area Attendant

Main Functions

• The Housekeeping Supervisor is responsible for supervising, coordinating, and monitoring the daily activities of the Housekeeping team to ensure that all guest rooms, suites, public areas, back-ofhouse facilities, and assigned operational areas are maintained to the highest standards of cleanliness, hygiene, comfort, and presentation expected of a superior luxury hotel.
• The Housekeeping Supervisor ensures that guestrooms are inspected before release for occupancy, housekeeping staff perform their duties efficiently, hotel standards are consistently maintained, and guest requests are attended to promptly.
• The role is also responsible for inventory control, quality inspections, staff supervision, training, health and safety compliance, and effective coordination with other departments to deliver exceptional guest experiences.

Role Responsibilities
Daily Housekeeping Operations:

• Supervise and coordinate the daily activities of Room Attendants, Public Area Attendants, Housemen, and other housekeeping personnel.
• Allocate daily work assignments and room schedules based on occupancy levels and operational requirements.
• Conduct daily departmental briefings before each shift.
• Monitor staff productivity and ensure timely completion of assigned tasks.
• Ensure guestrooms are cleaned and prepared in accordance with luxury hotel standards.
• Ensure public areas remain clean, presentable, and guest-ready throughout the day.
• Verify room status updates before releasing rooms for guest occupancy.
• Ensure all housekeeping activities comply with the hotel's Standard Operating Procedures (SOPs).

Guest Room Inspection & Quality Assurance:

• Inspect all cleaned guestrooms, suites, VIP rooms, and public areas before releasing them for occupancy.
• Verify cleanliness, presentation, maintenance condition, guest amenities, linen quality, and room functionality.
• Ensure bathrooms, furniture, fixtures, flooring, lighting, and appliances meet hotel standards.
• Identify deficiencies and instruct staff to carry out immediate corrective actions.
• Conduct random quality inspections throughout the day.
• Ensure all guestrooms consistently meet superior luxury hospitality standards.
• Monitor room turnaround times and ensure rooms are available as scheduled.

Guest Service & Satisfaction:

• Ensure housekeeping services exceed guest expectations.
• Respond promptly to guest requests for extra amenities, cleaning services, linen replacement, baby cots, extra beds, and special arrangements.
• Resolve housekeeping-related guest complaints professionally and promptly.
• Follow up with guests after complaint resolution to ensure satisfaction.
• Coordinate special room preparations for VIPs, honeymoon guests, birthdays, anniversaries, and long-stay guests.
• Promote a guest-focused service culture within the housekeeping team.

Staff Supervision & Leadership:

• Supervise housekeeping employees during assigned shifts.
• Monitor employee attendance, punctuality, grooming, and professional conduct.
• Train newly recruited housekeeping staff on cleaning procedures, safety standards, and luxury service expectations.
• Coach employees to improve productivity, efficiency, and service quality.
• Conduct on-the-job training and refresher sessions.
• Provide regular feedback and assist in employee performance evaluations.
• Foster teamwork, discipline, accountability, and professionalism.

Linen, Laundry & Uniform Control:

• Monitor daily linen distribution and collection.
• Ensure adequate supply of clean linen, towels, uniforms, and guest amenities.
• Coordinate with the Laundry Department regarding linen availability and replacement.
• Inspect linen quality before issuing to guestrooms.
• Monitor linen losses, damages, stains, and shortages.
• Ensure proper handling and storage of linen and uniforms.
• Maintain appropriate linen par levels.

Inventory & Housekeeping Supplies Management:

• Monitor inventory of cleaning chemicals, guest supplies, toiletries, amenities, and housekeeping equipment.
• Verify daily issuance and return of housekeeping supplies.
• Ensure housekeeping stores remain organized and secure.
• Conduct regular inventory counts and stock verification.
• Report low stock levels to the Executive Housekeeper.
• Prevent wastage, misuse, theft, and unauthorized consumption of housekeeping materials.
• Ensure proper storage and labeling of cleaning chemicals.

Coordination with Other Departments:

• Coordinate with the Front Office regarding room availability, early arrivals, late departures, and VIP room readiness.
• Liaise with Engineering to report maintenance defects and follow up until completion.
• Coordinate with Laundry for timely delivery of clean linen and uniforms.
• Work closely with Security regarding lost-and-found items and guest property.
• Collaborate with Food & Beverage during conferences, banquets, and special events requiring housekeeping support.
• Maintain effective communication with all operational departments.

Health, Safety & Hygiene:

• Ensure compliance with hotel hygiene, sanitation, and infection prevention standards.
• Monitor proper handling, storage, and usage of cleaning chemicals.
• Ensure housekeeping employees wear appropriate Personal Protective Equipment (PPE).
• Maintain safe working practices at all times.
• Conduct routine safety inspections within housekeeping work areas.
• Report accidents, hazards, and unsafe conditions immediately.
• Ensure compliance with fire safety and emergency procedures.

Lost & Found Management:

• Ensure all lost-and-found items are handled according to hotel policies.
• Maintain accurate lost-and-found records.
• Secure guest property until claimed.
• Coordinate with Security and Front Office regarding guest inquiries.
• Ensure timely documentation and reporting of recovered items.

Reporting & Documentation:

• Prepare daily housekeeping reports, room inspection reports, and shift reports.
• Maintain housekeeping attendance records and productivity reports.
• Document maintenance issues requiring Engineering intervention.
• Prepare inventory usage reports and linen control records.
• Submit operational reports to the Executive Housekeeper.
• Maintain accurate departmental documentation.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, SOPs, luxury hospitality standards, and statutory regulations.
• Participate in departmental meetings, quality audits, and training programmes.
• Recommend improvements to housekeeping procedures and operational efficiency.
• Support sustainability initiatives such as water conservation, energy efficiency, recycling, and waste reduction.
• Promote continuous improvement within the department.

Qualifications and Requirements
Education and Certifications:

• National Diploma (ND), Higher National Diploma (HND), or Bachelor's Degree in Hospitality Management, Hotel Management, Home Economics, Facility Management, or a related discipline.

Experience:

• 3 – 5 years of housekeeping experience in a reputable hotel.

Skills:
Technical Skills

• Room inspection standards.
• Basic PMS room status entry.
• Cleaning chemical handling.

Soft Skills:

• Attention to detail.
• Supervisory communication.
• Reliability.
• Team leadership.

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Reports to: Front Office Manager
Direct Reports: Front Desk Agents, Reservations Agents (Guest Relations Officer and Concierge in FOM's absence)

Main Function

• The Assistant Front Office Manager is responsible for supporting the Front Office Manager in the planning, coordination, supervision, and daily management of all Front Office operations to ensure exceptional guest service, operational efficiency, and revenue optimization.
• The role assists in overseeing reception, reservations, concierge services, guest relations, telephone operations, night operations, and other front office functions while ensuring compliance with the hotel's luxury service standards, policies, and Standard Operating Procedures (SOPs).
• The Assistant Front Office Manager serves as the second-in-command within the Front Office Department and assumes responsibility for the department in the absence of the Front Office Manager.
• The role ensures smooth day-to-day operations, effective team leadership, accurate financial controls, and seamless coordination with other hotel departments to deliver memorable guest experiences consistent with the standards of a superior luxury hotel.

Role Responsibilities
Front Office Operations Management:

• Assist the Front Office Manager in planning, organizing, and supervising all Front Office operations.
• Ensure smooth daily operation of Reception, Concierge, Bell Services, Telephone Operations, Guest Relations, Airport Transfers, Valet Services, and Night Operations.
• Monitor guest arrivals, departures, room assignments, and room availability.
• Ensure check-in and check-out processes are efficient, professional, and compliant with hotel standards.
• Supervise Front Office employees during assigned shifts.
• Ensure all Front Office procedures comply with established Standard Operating Procedures (SOPs).
• Coordinate daily shift briefings and operational handovers.
• Act on behalf of the Front Office Manager during leave, off-duty periods, or business travel.

Guest Experience & Service Excellence

• Ensure every guest receives a warm, professional, and personalized welcome.
• Support the delivery of exceptional guest service throughout the guest journey.
• Personally attend to VIPs, returning guests, long-stay guests, corporate executives, dignitaries, and guests with special requirements.
• Resolve guest complaints promptly using effective service recovery techniques.
• Monitor guest satisfaction and ensure timely follow-up on guest feedback.
• Ensure all guest requests are handled efficiently and courteously.
• Promote a culture of hospitality excellence throughout the Front Office team.

Reservations & Room Management:

• Assist in supervising reservations, room allocation, and room inventory management.
• Monitor occupancy levels and support revenue optimization strategies.
• Ensure proper coordination of room upgrades, complimentary rooms, early arrivals, and late departures.
• Verify reservation accuracy and resolve booking discrepancies.
• Coordinate group arrivals and departures with the Sales and Reservations teams.
• Assist in managing overbooking situations professionally.

Revenue Management & Financial Control:

• Support the Front Office Manager in maximizing room revenue and ancillary sales.
• Encourage upselling and cross-selling of rooms, hotel facilities, and guest services.
• Ensure guest billing is accurate and all charges are posted correctly.
• Supervise Front Office cash handling and cashiering procedures.
• Review cash floats, shift reports, and cashier reconciliations.
• Assist in monitoring departmental budgets and operational costs.
• Coordinate with the Night Auditor to ensure accurate revenue reconciliation.

Team Leadership & Staff Development:

• Supervise, coach, mentor, and motivate Front Office employees.
• Assist with recruitment, onboarding, orientation, and training of Front Office staff.
• Conduct daily briefings and communicate operational priorities.
• Monitor staff attendance, punctuality, grooming, and compliance with hotel policies.
• Evaluate employee performance and provide coaching for continuous improvement.
• Assist in preparing staff duty rosters and leave schedules.
• Promote teamwork, accountability, and a positive working environment.

Quality Assurance & Brand Standards:

• Monitor Front Office operations to ensure compliance with luxury hospitality standards.
• Conduct routine inspections of the reception area, lobby, concierge desk, business centre, guest waiting areas, and other Front Office facilities.
• Ensure Front Office employees maintain excellent grooming and professional appearance.
• Identify service gaps and implement corrective actions.
• Participate in internal quality audits and mystery guest evaluations.
• Support continuous improvement initiatives.

Guest Relations & VIP Services:

• Coordinate VIP arrivals, welcome amenities, room inspections, and personalized services.
• Ensure guest preferences and special requests are accurately documented and fulfilled.
• Build and maintain strong relationships with repeat guests and corporate clients.
• Promote guest loyalty programmes and encourage repeat business.
• Maintain confidentiality of guest information at all times.

Interdepartmental Coordination:

• Coordinate closely with Housekeeping to ensure timely room cleaning and availability.
• Liaise with Engineering regarding maintenance issues affecting guest rooms and public areas.
• Coordinate with Food & Beverage for guest dining arrangements, room service, banquets, and special requests.
• Work with Security to ensure guest safety and operational security.
• Collaborate with Sales & Marketing regarding group bookings, conferences, and corporate guests.
• Ensure smooth communication between all hotel departments.

Night Operations Support:

• Support the Night Manager in overseeing overnight Front Office operations where required.
• Review night audit reports and operational summaries.
• Ensure all overnight operational issues are resolved before the commencement of the morning shift.
• Assist with emergency situations occurring outside normal business hours.
• Verify room status, occupancy reports, and revenue reports before daily operations commence.

Health, Safety & Security:

• Ensure compliance with hotel health, safety, fire, and emergency procedures.
• Participate in emergency response and evacuation procedures.
• Monitor Front Office security practices and guest access control.
• Ensure lost-and-found procedures are properly implemented.
• Promote workplace safety and regulatory compliance.

Reporting & Administration:

• Prepare daily shift reports and Front Office operational reports.
• Maintain guest incident reports, complaint logs, VIP reports, and operational records.
• Assist in preparing departmental budgets, forecasts, and monthly performance reports.
• Monitor departmental KPIs and submit reports to the Front Office Manager.
• Maintain accurate documentation of operational activities.

Compliance & Continuous Improvement:

• Ensure compliance with company policies, hotel SOPs, statutory regulations, and luxury hospitality standards.
• Support internal and external audits.
• Recommend improvements to operational procedures and guest service delivery.
• Participate in training programmes and professional development initiatives.
• Encourage innovation, teamwork, and continuous improvement.

Qualifications and Requirements
Education and Certifications and Experience:

• Bachelor's Degree or HND in Hospitality Management or related field.
• Minimum of 3 years' front office experience, including at least 1 year in a supervisory role, preferably in a luxury hotel.

Skills:
Technical Skills:

• Hotel PMS
• Cashiering and billing
• Shift scheduling
• Front office reporting

Soft Skills:

• Supervisory leadership
• Guest service recovery
• Composure under pressure
• Team coordination.

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Reports to: Housekeeping Supervisor
Direct Reports: None

Job Description

• The Room Attendant is responsible for cleaning, servicing, maintaining, and preparing guest rooms, suites, corridors, and assigned areas to the highest standards of cleanliness, hygiene, comfort, and presentation expected of a superior luxury hotel.
• The role ensures that every guest room is spotless, fully stocked, aesthetically arranged, and ready for occupancy while delivering exceptional service that enhances the overall guest experience.
• The Room Attendant is expected to maintain confidentiality, demonstrate attention to detail, respond promptly to guest requests, report maintenance issues, and comply with all housekeeping procedures, health and safety regulations, and luxury hospitality standards.

Role Responsibilities
Guest Room Cleaning & Preparation:

• Clean and service assigned guest rooms, suites, and villas in accordance with the hotel's Standard Operating Procedures (SOPs).
• Make beds neatly using approved bed-making standards.
• Change bed linen, pillowcases, duvet covers, and towels according to hotel policies.
• Dust and polish all furniture, fixtures, fittings, mirrors, artwork, and decorative items.
• Vacuum carpets, rugs, upholstered furniture, and curtains.
• Sweep and mop hard floors using approved cleaning methods.
• Clean balconies, terraces, and outdoor guest spaces where applicable.
• Ensure guest rooms are aesthetically arranged and ready for occupancy before inspection.

Bathroom Cleaning & Sanitation:

• Thoroughly clean and sanitise toilets, bathtubs, showers, sinks, mirrors, countertops, and bathroom fixtures.
• Replenish guest toiletries, towels, bathrobes, slippers, tissues, and other bathroom amenities.
• Polish bathroom fittings and ensure all surfaces are free from stains, soap residue, and watermarks.
• Ensure proper drainage and report plumbing issues immediately.
• Maintain superior hygiene and sanitation standards at all times.

Room Inspection & Quality Standards:

• Conduct self-inspections after cleaning each room to ensure compliance with hotel standards.
• Verify that all furniture, appliances, lighting, air-conditioning, televisions, telephones, minibars, safes, and other equipment are functioning properly.
• Ensure guest amenities are complete, properly arranged, and attractively presented.
• Check room fragrance, temperature, lighting, and overall ambience before releasing rooms for inspection.
• Immediately correct any deficiencies identified before notifying the Housekeeping Supervisor.

Guest Service & Hospitality:

• Greet guests politely and professionally whenever encountered.
• Respond promptly and courteously to guest requests for extra towels, pillows, toiletries, blankets, baby cots, ironing boards, and other amenities.
• Respect guest privacy by following "Do Not Disturb" procedures.
• Report guest complaints or unusual requests promptly to the Housekeeping Supervisor.
• Assist guests with general enquiries where appropriate or direct them to the relevant department.
• Demonstrate professionalism, courtesy, and discretion in all guest interactions.

Linen, Laundry & Amenity Management:

• Collect soiled linen and transport it to the designated laundry collection area.
• Receive and properly store clean linen and housekeeping supplies.
• Replenish room amenities, minibar items (where applicable), stationery, tea and coffee supplies, bottled water, and promotional materials.
• Ensure linen and towels are free from stains, tears, and damage before use.
• Report damaged or missing linen immediately.:
• Maintain proper linen usage to minimise waste and losses.

Housekeeping Equipment & Supply Management:

• Use housekeeping equipment, machinery, and cleaning chemicals correctly and safely.
• Ensure housekeeping trolleys are clean, organised, and fully stocked before each shift.
• Maintain accountability for all assigned cleaning equipment and supplies.
• Report faulty equipment or shortages to the Housekeeping Supervisor.
• Store cleaning chemicals according to safety guidelines.
• Minimise wastage of cleaning materials and guest supplies.

Maintenance Reporting:

• Inspect guest rooms for maintenance issues during cleaning.
• Report faulty electrical fittings, plumbing defects, damaged furniture, broken appliances, leaking taps, blocked drains, damaged flooring, defective locks, faulty air conditioners, and other maintenance concerns.
• Follow up on reported maintenance issues where required.
• Ensure rooms requiring maintenance are properly documented.

Lost & Found Management:

• Immediately report all lost-and-found items discovered in guestrooms or public areas.
• Follow established hotel procedures for handling guest property.
• Record and submit recovered items to the Housekeeping Supervisor or Security Department.
• Never remove, use, or retain guest property.
• Maintain complete confidentiality regarding guest belongings.

Health, Safety & Hygiene:

• Maintain high standards of personal hygiene and professional grooming.
• Ensure compliance with hotel health, sanitation, and infection prevention standards.
• Use Personal Protective Equipment (PPE) where required.
• Handle cleaning chemicals safely and according to manufacturer instructions.
• Observe proper manual handling techniques when lifting or moving furniture and equipment.
• Report unsafe conditions, accidents, or hazards immediately.
• Participate in emergency drills and comply with fire safety procedures.

Environmental Sustainability:

• Support the hotel's environmental sustainability initiatives.
• Use water, electricity, cleaning chemicals, and consumables responsibly.
• Minimise waste through efficient use of housekeeping supplies.
• Participate in recycling and waste segregation programmes.
• Encourage towel and linen reuse programmes where applicable.

Reporting & Documentation :

• Update room status promptly after cleaning each room.
• Maintain daily cleaning records and assignment checklists.
• Report completed rooms to the Housekeeping Supervisor for inspection.
• Record maintenance requests, lost-and-found items, and guest requests accurately.
• Report unusual incidents, damages, or security concerns immediately.

Compliance & Continuous Improvement:

• Comply with hotel policies, Standard Operating Procedures (SOPs), luxury hospitality standards, and statutory regulations.
• Attend departmental meetings, training programmes, and refresher courses.
• Continuously improve housekeeping techniques and service delivery.
• Support departmental quality improvement initiatives.
• Demonstrate commitment to operational excellence and guest satisfaction.

Qualifications and Requirements

• SSCE or equivalent.
• Minimum of 1 year of housekeeping experience, preferably in a hotel setting; entry-level candidates with strong attention to detail may be considered.

Skills:
Technical Skills:

• Room cleaning techniques
• Use of cleaning equipment and chemicals
• Bed-making and turndown service

Soft Skills:

• Attention to detail
• Reliability and punctuality
• Discretion
• Guest courtesy.

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Reports to: General Manager
Direct Reports: Assistant Executive Housekeeper, Housekeeping Supervisor(s), Laundry Supervisor, Florist

Main Function

• The Executive Housekeeper is responsible for the strategic leadership, planning, organization, and overall management of the Housekeeping Department to ensure the highest standards of cleanliness, hygiene, maintenance, comfort, aesthetics, and guest satisfaction throughout the hotel.
• The role oversees guest rooms, suites, public areas, back-of-house areas, laundry operations, linen and uniform management, floral arrangements, housekeeping stores, and housekeeping administration, ensuring that all facilities consistently meet the standards of a superior luxury hotel.
• The Executive Housekeeper develops departmental strategies, policies, and Standard Operating Procedures (SOPs), manages budgets and resources, leads and develops the housekeeping team, and ensures operational efficiency, cost control, inventory management, quality assurance, health and safety compliance, and sustainability initiatives.
• The role collaborates closely with Front Office, Engineering, Food & Beverage, Security, Procurement, Human Resources, and other departments to deliver exceptional guest experiences while maximizing operational performance and profitability.

Role Responsibilities
Departmental Leadership & Housekeeping Operations:

• Provide strategic leadership and direction for all housekeeping operations across the hotel.
• Plan, organize, supervise, and evaluate the daily activities of the Housekeeping Department.
• Ensure guest rooms, suites, corridors, public areas, offices, restaurants, banquet facilities, spa, gym, meeting rooms, staff areas, and back-of-house facilities are maintained to impeccable luxury standards.
• Develop daily operational plans and allocate manpower effectively.
• Conduct regular inspections of all housekeeping areas to ensure compliance with quality standards.
• Ensure rooms are cleaned, inspected, and released for occupancy within established timelines.
• Oversee deep cleaning programmes, spring cleaning schedules, and preventive housekeeping initiatives.

Guest Room & Public Area Management:

• Ensure all guest rooms and public areas consistently meet the hotel's cleanliness, presentation, and luxury standards.
• Monitor room readiness in collaboration with the Front Office Department.
• Conduct random inspections of occupied, vacant, VIP, and newly cleaned rooms.
• Ensure public areas remain clean, welcoming, and aesthetically appealing throughout the day.
• Coordinate room preparation for VIPs, dignitaries, long-stay guests, and special occasions.
• Ensure guest amenities are properly stocked and presented. Laundry, Linen & Uniform Management
• Oversee all hotel laundry operations, including guest laundry, staff uniforms, hotel linen, towels, banquet linen, spa linen, and specialty fabrics.
• Ensure timely processing and distribution of clean linen and uniforms.
• Maintain appropriate par stock levels for all linen categories.
• Monitor linen circulation and minimize losses through effective inventory management.
• Approve linen replacement schedules and procurement requirements.
• Ensure laundry operations comply with quality, hygiene, and fabric care standards.
• Monitor dry-cleaning services and outsourced laundry vendors where applicable. Inventory & Asset Management
• Maintain accurate inventories of linen, uniforms, housekeeping equipment, cleaning chemicals, guest supplies, and consumables.
• Conduct regular inventory counts and stock audits.
• Monitor usage patterns and implement measures to reduce wastage and losses.
• Ensure housekeeping stores are properly organized and secured.
• Verify inventory records and stock movements.
• Coordinate procurement requests for housekeeping supplies and equipment.
• Safeguard all housekeeping assets and equipment.

Budgeting & Cost Control:

• Prepare and manage the annual housekeeping operating and capital budgets.
• Monitor departmental expenditure against approved budgets.
• Control labour costs through effective manpower planning and scheduling.
• Monitor consumption of cleaning chemicals, guest amenities, linen, uniforms, and operational supplies.
• Implement cost-saving initiatives without compromising service quality.
• Review supplier pricing and recommend cost-effective purchasing solutions.
• Analyze departmental financial performance and recommend corrective actions where necessary.

Quality Assurance & Service Excellence:

• Develop and maintain housekeeping quality standards and inspection programmes.
• Conduct routine quality audits and room inspections.
• Ensure all housekeeping activities comply with luxury hospitality standards.
• Monitor guest feedback relating to cleanliness and housekeeping services.
• Investigate service failures and implement corrective actions.
• Promote continuous improvement in housekeeping service delivery.
• Benchmark housekeeping performance against international best practices.

Team Leadership & Human Resource Management:

• Recruit, train, coach, mentor, and supervise housekeeping employees.
• Prepare departmental duty rosters and manpower schedules.
• Conduct performance appraisals and identify training needs.
• Ensure employees comply with grooming, attendance, and behavioural standards.
• Promote teamwork, discipline, accountability, and employee engagement.
• Identify and develop future housekeeping leaders through succession planning.
• Conduct regular departmental meetings and performance reviews.

Health, Safety & Hygiene:

• Ensure strict compliance with hotel hygiene, sanitation, and infection prevention standards.
• Monitor proper handling, storage, and use of cleaning chemicals.
• Ensure housekeeping staff use Personal Protective Equipment (PPE) appropriately.
• Maintain safe working environments throughout housekeeping operations.
• Coordinate pest control programmes with approved contractors.
• Ensure compliance with fire safety, occupational health, and environmental regulations.
• Investigate workplace accidents and implement preventive measures. Coordination with Other Departments
• Collaborate with Front Office to ensure room availability and occupancy targets are achieved.
• Coordinate with Engineering regarding preventive maintenance, repairs, and refurbishment projects.
• Liaise with Food & Beverage for banquet linen requirements and event support.
• Work with Procurement to ensure timely availability of housekeeping supplies.
• Coordinate with Human Resources on recruitment, training, and employee welfare matters.
• Support Security in managing lost-and-found procedures and guest property protection.

Environmental Sustainability:

• Promote environmentally responsible housekeeping practices.
• Implement programmes to reduce water, electricity, and chemical consumption.
• Encourage waste reduction, recycling, and responsible disposal of cleaning materials.
• Promote environmentally friendly cleaning products where appropriate.
• Support the hotel's sustainability and corporate social responsibility initiatives.

Reporting & Administration:

• Prepare daily, weekly, monthly, and annual housekeeping operational reports.
• Monitor departmental Key Performance Indicators (KPIs).
• Maintain accurate housekeeping records, inspection reports, inventory reports, maintenance logs, and staffing records.
• Prepare housekeeping budgets, forecasts, and business plans.
• Submit departmental performance reports to Executive Management.
• Maintain proper documentation for audits and compliance reviews. Compliance & Continuous Improvement
• Ensure compliance with hotel policies, Standard Operating Procedures (SOPs), statutory regulations, and luxury hospitality standards.
• Support internal and external audits.
• Review and update housekeeping SOPs regularly.
• Identify opportunities for process improvement and operational efficiency.
• Promote innovation, quality improvement, and service excellence throughout the department.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hospitality Management or related field.
• Professional housekeeping certification is an advantage.

Experience:

• Minimum of 5 years' housekeeping experience, with at least 2 years in a managerial role in a luxury or upscale hotel.

Skills:
Technical Skills:

• Housekeeping SOPs and standards.
• Inventory and budget management.
• PMS room status coordination.
• Chemical and equipment safety.

Soft Skills:

• Attention to detail.
• Leadership and staff development.
• Organization.
• Discipline and consistency.

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Reports to: Front Office Manager (functional line to General Manager during night hours)
Direct Reports: Night Auditor, Night Front Desk Agents, Night Porters/Bell Staff (dotted line: Night Security)

Job Summary

• The Night Manager is responsible for overseeing the hotel's operations during the night shift, ensuring the smooth, safe, and efficient running of all departments while maintaining the highest standards of guest service expected in a superior luxury hotel.
• The Night Manager serves as the most senior management representative on duty during the night, ensuring operational continuity, guest satisfaction, security, financial accuracy, and compliance with hotel policies and procedures.
• The role supervises night operations across the Front Office, Housekeeping, Security, Engineering, Food & Beverage, and other support departments, ensuring seamless coordination and prompt resolution of operational issues, guest concerns, and emergencies.
• The Night Manager also oversees the night audit process, revenue reconciliation, guest arrivals and departures, security monitoring, and preparation of operational reports for Executive Management.

Responsibilities
Night Operations Management:

• Oversee the overall operation of the hotel during the night shift, ensuring all departments function efficiently and in accordance with established standards.
• Act as the senior manager on duty during the night and make operational decisions within delegated authority.
• Coordinate the activities of all departments to ensure uninterrupted hotel operations.
• Monitor service delivery across Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other operational areas.
• Ensure all overnight operational activities are completed accurately and on schedule.
• Conduct routine inspections of guest areas, public spaces, back-of-house facilities, and hotel premises.
• Ensure the hotel is fully prepared for the next day's operations.

Guest Relations & Service Excellence:

• Deliver exceptional guest service and ensure a memorable guest experience throughout the night.
• Personally welcome VIPs, late arrivals, and special guests when required.
• Handle guest complaints, concerns, and service recovery promptly and professionally.
• Resolve escalated operational and guest service issues that occur during the night shift.
• Ensure guest requests are attended to promptly and efficiently.
• Monitor guest satisfaction and maintain the hotel's luxury service standards.
• Ensure guest confidentiality and privacy are maintained at all times.

Front Office & Night Audit Management:

• Supervise all Front Office operations during the night shift.
• Oversee guest arrivals, departures, late check-ins, early check-outs, room allocations, and room status updates.
• Ensure all guest accounts are accurately maintained.
• Supervise the Night Auditor during the completion of the night audit process.
• Verify daily room revenue, Food & Beverage revenue, and all other hotel income postings.
• Review room rates, complimentary rooms, house-use rooms, and rate adjustments for accuracy.
• Ensure all financial transactions are balanced and closed before the start of the new business day.
• Investigate and resolve discrepancies identified during the night audit.
• Ensure accurate rollover of the Property Management System (PMS) to the next business day.

Financial Control & Revenue Protection:

• Monitor cash handling procedures and ensure compliance with financial control policies.
• Verify daily cash reconciliations and banking documentation.
• Ensure all guest charges are posted accurately.
• Monitor room occupancy, revenue performance, and operational statistics.
• Investigate unusual financial transactions or discrepancies.
• Protect hotel revenue by ensuring all services rendered are accurately charged.
• Prepare nightly financial summaries for management review.

Security & Safety Management:

• Coordinate with the Security Department to maintain a safe and secure environment for guests, employees, and hotel assets.
• Monitor CCTV reports, security patrols, and incident logs.
• Ensure access control procedures are strictly enforced.
• Respond promptly to security incidents, emergencies, disturbances, and suspicious activities.
• Coordinate emergency responses in accordance with the hotel's emergency procedures.
• Ensure compliance with fire safety regulations and emergency evacuation procedures.
• Report security incidents to management and prepare incident reports.

Health, Safety & Emergency Response:

• Serve as the Incident Commander during emergencies occurring during the night shift until senior management arrives.
• Coordinate emergency response activities involving fire, medical emergencies, power failures, flooding, security threats, and other incidents.
• Ensure emergency equipment is operational and accessible.
• Conduct periodic inspections of emergency exits and safety systems.
• Ensure compliance with occupational health and safety regulations.

Housekeeping & Engineering Coordination:

• Coordinate with Housekeeping to ensure guest rooms are cleaned and available according to operational requirements.
• Monitor room status discrepancies and ensure timely resolution.
• Coordinate urgent maintenance requests with the Engineering Department.
• Ensure critical equipment and building systems remain operational throughout the night.
• Monitor overnight cleaning and maintenance activities. Staff Supervision & Leadership
• Supervise all employees working during the night shift.
• Allocate responsibilities and monitor staff performance.

Provide guidance, coaching, and operational support to team members:

• Ensure staff comply with grooming standards, attendance requirements, and hotel policies.
• Address disciplinary issues occurring during the night shift and report them appropriately.
• Foster teamwork, professionalism, and service excellence.

Operational Inspections & Quality Assurance :

• Conduct routine inspections of guest rooms, public areas, restaurants, bars, meeting rooms, parking areas, and back-of-house facilities.
• Ensure cleanliness, maintenance, safety, and presentation standards are maintained.
• Identify operational deficiencies and implement corrective actions.
• Ensure all departments comply with the hotel's Standard Operating Procedures (SOPs).

Communication & Interdepartmental Coordination:

• Maintain effective communication with all operational departments during the night shift.
• Coordinate overnight activities between Front Office, Housekeeping, Engineering, Security, Food & Beverage, and other departments.
• Prepare comprehensive handover reports for the morning management team.
• Escalate significant operational issues to the Front Office Manager, Director of Rooms, or General Manager when necessary.

Reporting & Documentation:

• Prepare the Night Manager's Daily Report summarising operational activities, guest issues, incidents, maintenance concerns, occupancy statistics, and revenue information.
• Maintain accurate records of guest complaints, security incidents, maintenance requests, and operational challenges.
• Complete incident reports, accident reports, and emergency documentation as required.
• Prepare occupancy, arrivals, departures, VIP, and forecast reports for the incoming management team.
• Ensure all operational documentation is accurate and filed appropriately.

Compliance & Continuous Improvement:

• Ensure compliance with hotel policies, luxury brand standards, statutory regulations, and internal control procedures.
• Participate in operational audits and quality assurance inspections.
• Recommend improvements to overnight operations, guest service delivery, and operational efficiency.
• Support continuous improvement initiatives and staff training programmes.
• Promote a culture of accountability, professionalism, and operational excellence.

Qualifications and Requirements

• Bachelor's Degree or HND in Hospitality Management, Business Administration, or related field.
• Relevant hospitality certification is an advantage.
• Minimum of 4 years' front office/hotel operations experience, including at least 1-2 years in a supervisory or night audit role.
• Experience in a luxury or upscale hotel environment preferred.
• Working knowledge of hotel PMS and night audit procedures.

Skills:
Technical Skills:

• Night audit procedures
• Hotel PMS
• Crisis and emergency management
• Cash and revenue reconciliation
• Front office operations

Soft Skills:

• Decisiveness under pressure
• Composure and sound judgement
• Leadership of night teams
• Guest service orientation
• Clear reporting and communication.

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Job Description

• The front office manager is responsible for the strategic leadership, planning, coordination, and day-to-day management of all front office operations to ensure the delivery of exceptional guest experiences in line with the standards of a superior luxury hotel.
• The role oversees guest arrival and departure processes, reservations, concierge services, guest relations, night operations, revenue optimization, and front office administration while ensuring operational excellence, financial performance, and compliance with hotel policies and luxury hospitality standards.
• The front office manager serves as the ambassador of the hotel's service culture, ensuring every guest interaction reflects professionalism, warmth, efficiency, and personalized hospitality. The role also works closely with other departments to maximize guest satisfaction, occupancy, operational efficiency, and profitability while maintaining high employee engagement and continuous improvement.

Role Responsibilities
Front Office Operations Management:

• Plan, organize, coordinate, and supervise all Front Office operations, ensuring smooth and efficient service delivery 24 hours a day.
• Oversee reception, guest services, concierge, bell services, telephone operations, airport transfers, valet services, and night operations.
• Ensure all Front Office procedures comply with the hotel's Standard Operating Procedures (SOPs).
• Monitor room availability, room status, and occupancy to maximize operational efficiency.
• Ensure seamless guest arrivals, departures, room allocations, and guest account management.
• Maintain high standards of professionalism, appearance, and guest service throughout the Front Office.
• Ensure operational readiness at all times, including peak periods and special events.

Guest Experience & Service Excellence:

• Deliver exceptional guest service consistent with superior luxury hospitality standards.
• Personally welcome VIPs, returning guests, long-stay guests, corporate clients, dignitaries, and special visitors.
• Ensure personalized guest experiences through proactive engagement and attention to detail.
• Handle and resolve guest complaints, concerns, and service recovery issues promptly and professionally.
• Monitor guest feedback, online reviews, and guest satisfaction surveys, implementing corrective actions where necessary.
• Ensure all guest requests are responded to promptly and efficiently.
• Promote a guest-centric culture focused on exceeding guest expectations.

Reservations & Revenue Optimization:

• Oversee room reservations, bookings, room inventory, and allocation strategies.
• Monitor daily occupancy, room rates, Average Daily Rate (ADR), Revenue per Available Room (RevPAR), and other key revenue indicators.
• Collaborate with the Sales & Marketing team to optimize occupancy and room revenue.
• Ensure effective room inventory management across all distribution channels.
• Monitor overbooking strategies, room upgrades, and complimentary room approvals.
• Maximize room revenue through upselling, cross-selling, and strategic room allocation.
• Ensure accurate management of corporate, group, and online reservations.

Financial Management & Revenue Control:

• Ensure all Front Office financial transactions are processed accurately and securely.
• Monitor cash handling, credit card transactions, billing, foreign currency transactions, and guest account settlements.
• Review daily revenue reports and Front Office financial performance.
• Ensure timely reconciliation of guest folios and financial transactions.
• Supervise the night audit process and ensure all revenue is accurately posted.
• Monitor Front Office budgets and operational expenses.
• Identify opportunities to improve revenue while controlling operational costs.

Team Leadership & Human Resource Management:

• Recruit, train, coach, supervise, and evaluate Front Office employees.
• Develop duty rosters and staffing schedules to ensure adequate coverage.
• Conduct performance appraisals and provide constructive feedback.
• Identify staff training and development needs.
• Promote employee engagement, teamwork, accountability, and service excellence.
• Ensure compliance with grooming standards, attendance policies, and disciplinary procedures.
• Foster a positive working environment that encourages continuous improvement.

Quality Assurance & Operational Excellence:

• Conduct regular inspections of the Front Office, lobby, reception area, concierge desk, business centre, guest waiting areas, and public spaces.
• Ensure all service standards meet or exceed luxury hospitality expectations.
• Monitor adherence to SOPs and brand standards.
• Review operational performance and implement quality improvement initiatives.
• Coordinate mystery guest evaluations and internal quality audits.
• Ensure continuous improvement in guest service delivery.

Guest Relations & VIP Management:

• Develop and maintain strong relationships with repeat guests, corporate clients, government officials, diplomatic guests, and VIPs.
• Coordinate VIP arrivals, amenities, room inspections, and personalized services.
• Ensure special requests are fulfilled accurately.
• Manage guest recognition programmes and loyalty initiatives.
• Handle sensitive guest situations with discretion and professionalism.

Coordination with Other Departments

• Work closely with Housekeeping to ensure timely room cleaning and availability.
• Coordinate with Engineering for prompt resolution of maintenance issues affecting guest rooms or public areas
• Liaise with Food & Beverage regarding guest dining arrangements, events, and special requests.
• Collaborate with Security to ensure guest safety and security.
• Coordinate with Sales & Marketing on group arrivals, corporate bookings, conferences, and events.
• Ensure effective communication between Front Office and all operational departments.

Technology & Systems Management:

• Oversee the effective use of the Property Management System (PMS), Central Reservation System (CRS), Point of Sale (POS), Customer Relationship Management (CRM), and other hotel technology systems.
• Ensure accurate guest profiles and reservation records.
• Monitor system performance and report technical issues promptly.
• Support digital initiatives that enhance guest convenience and operational efficiency.
• Ensure data accuracy, confidentiality, and compliance with information security standards.

Health, Safety & Security: 

• Ensure compliance with hotel safety, fire, and emergency procedures.
• Coordinate emergency response activities during Front Office incidents.
• Monitor guest security procedures and access control.
• Ensure lost-and-found procedures are properly managed.
• Promote a safe working environment for employees and guests.
• Ensure compliance with occupational health and safety regulations.

Reporting & Administration: 

• Prepare daily, weekly, monthly, and quarterly Front Office operational reports.
• Monitor Front Office KPIs and departmental performance.
• Maintain accurate guest records, incident reports, complaint logs, and operational documentation.
• Submit occupancy forecasts, revenue reports, staffing reports, and departmental analyses to management.
• Participate in management meetings and strategic planning sessions.
• Prepare departmental budgets and business plans.

Compliance & Continuous Improvement:

• Ensure compliance with company policies, luxury brand standards, statutory regulations, and industry best practices.
• Support internal and external audits.
• Review and update Front Office SOPs regularly.
• Implement continuous improvement initiatives to enhance efficiency and guest satisfaction.
• Encourage innovation and service excellence within the department.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hospitality Management, Business Administration, or related field.
• Professional front office/hospitality certification is an advantage.

Experience:

• Minimum of 5 years' front office experience, with at least 2 years in a supervisory/managerial capacity in a luxury or upscale hotel.
• Strong working knowledge of hotel PMS (e.g., Opera, IPMS) and revenue management principles.

Skills:
Technical Skills:

• Hotel PMS proficiency
• Revenue and yield management
• Front office financial controls
• Reservations management
• Reporting and forecasting

Soft Skills:

• Guest-centric leadership
• Team supervision and training
• Problem-solving under pressure
• Professional communication
• Attention to detail