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 transfer. 27. Strives to create and maintain a positive work environment. 28. Keeps self and team members aware of costs, budgets and monitoring procedures. 29. Maintains an accurate inventory of consumable and durable items in all Housekeeping areas, ordering of any required consumables and durables through MMS, for a smooth running of the operation. 30. Supervises and ensures that a full and complete inventory and consumption record is maintained for all supplies and equipment assigned to the Housekeeping department. 31. Controls the cost of china, silver, glass and consumable items by training and supervising the Housekeeping team to minimize breakage, loss and damage of equipment. Takes the necessary steps in order to maintain maximum cost control. 32. Maximizes revenue and minimizes operating expenses without negatively affecting the product delivered to the guests and crew. 33. Controls and approves the night team overtime and working hours. 34. Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. 35. Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs. 36. Observes and enforces uniform and grooming standards according to Company policies. 37. All other duties as assigned.
Safety Duties: 1. Participates in crew and passenger safety drills according to instructions. 2. Always complies with the Company’s safety and pollution prevention regulations and operating procedures. 3. Participates in all mandatory training. 4. Leads by example by taking care of Health and Safety of self and others. 5. Ensures that all work equipment, personal protective equipment, chemicals and safety devices are being used correctly. Delivering training, guidance and supervision on how to use and maintain them.
Qualifications: 1. Valid STCW95 certification. 2. Previous management/supervisory experience in a Housekeeping in a 5-star establishment, hotel or cruise ship for minimum of 2 years. 3. or equivalent experience in a 5-star establishment. 4. Excellent knowledge of cleaning standards, dispense, use and understand safe applications of cleaning chemicals. 5. Knowledge and experience of Public Health policies and procedures.