Position Summary:
Overall responsibility of delivering high quality cleaning and smooth running of housekeeping, room service and laundry during the night.
Essential Duties and Responsibilities:
1. Provides guests and crew with the highest quality butler services by assisting the Chief Housekeeper in managing and overseeing the Night Housekeeping operation.
2. Visits and constantly walks all areas of the vessel to verify their smooth running, acting on and following up on any issues found to ensure that standards are not affected.
3. Ensures that all guest orders are handled quickly and knowledgeably.
4. Ensures updates of and checks the Guest recovery log, checks for improvements to be made during the night.
5. Regularly monitors guest satisfaction and ensures personal responsibility and accountability. Reviews all mid-cruise and end-of-cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise-by-cruise basis by guest rating scores.
6. Carries out random checks in public areas, toilets, launderettes, laundry and room service to ensure high cleaning standards and builds a report as a daily handover for the onboard management team with any night Suite Movements and occurrences.
7. To be fully knowledgeable of all in-suite services, amenities, functions and systems.
8. Supervises and ensures that an equitable and effective work schedule for the housekeeping team is in place on a cruise-by-cruise basis and at least one day in advance.
9. Supervises and ensures that duty sign in sheets are monitored via the Time and Attendance application.
10. Ensures confidentiality when handling sensitive information.
11. Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, performance/conduct concern notices, working/resting hours).
12. Organizes and leads training sessions for all Night butlers, Utilities and Laundry team to continuously develop their knowledge, techniques, skills, guest focus and sense of service. Ensures that new crew are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
13. Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction and ensures the maintenance of the complaint log.
14. Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).
15. Maintains a consistent and fair corrective action system.
16. Updates, files and maintains any USPH logs, and IPM logs and cockroach traps.
17. Ensures that the Silversea product and service standards and procedures are in place and maintained.
18. Carries out regular inspections on the condition of equipment, checking and updating the maintenance log on a regular basis, following up on items still pending until closed.
19. Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire Housekeeping team is properly trained on Infection Control & Public Health standards, retaining training records as standard.
20. Ensures the readiness for any announced or unannounced Public Health inspection, whether it’s completed internally or by external authorities.
21. Ensures that all pantries and lockers are in compliance with Public Health standards at all times. 22. Demonstrates a high and consistent level of organization and management.
23. Responsible to ensure that the highest level of food and beverage services is provided in the suites by the Night butlers, and setup of trays for a smooth breakfast service.
24. Strictly follows the Infection Control and Outbreak Prevention Response regulations and ensures that the entire Housekeeping team follow your instructions.
25. Communicates standards of performance to employees and trains employees effectively on them.
26. Complies fully with the Company procedures for talent management including the policies for cross training, promotion and