Job Description
The Assistant Executive Housekeeper supports the Executive Housekeeper in overseeing the daily operations of the housekeeping department. This role is crucial in ensuring consistently high standards of cleanliness, guest satisfaction, and operational efficiency throughout the hotel. The Assistant Executive Housekeeper provides direct supervision, guidance, and training to Room Attendants and Housekeeper Porter, assists in organizing daily tasks, conducts inspections, and ensures all guest rooms and public areas meet the hotel’s luxury standards. This position acts as a key liaison between the frontline team and department leadership.
Key Responsibilities
Operational Support & Supervision
* Assist the Executive Housekeeper in assigning daily tasks and room allocations to Room Attendants and Housekeeper Porter.
* Conduct thorough inspections of guest rooms, public areas, and back-of-house areas (e.g., pantries, corridors) to ensure all cleanliness, maintenance, and setup standards are consistently met.
* Monitor room status updates, prioritize specific requests (e.g., VIP arrivals, rush rooms, early check‑ins), and ensure timely room readiness.
* Oversee the management of guest requests, complaints, and inquiries, ensuring prompt and professional resolution, escalating complex issues to the Executive Housekeeper when necessary.
* Ensure the proper handling, logging, and follow‑up of all lost and found items.
* Ensure guests receive the experiences as detailed in brand Standard Operating Procedures (SOP), Orient Express local SOP as well as Leading Quality Assurance (LQA) and Forbes Five Star standards, and aim to achieve the targets set by management.
* Analyze and respond to guest feedback to ensure that guests are satisfied. Continuously committed to improving the quality of products, services and performance of team members.
Departmental Coordination and Team Management
* Provide direct supervision, coaching, and support to Room Attendants and Housekeeper Porter, fostering a positive and productive work environment.
* Assist in the on‑the‑job training of new team members, ensuring they understand hotel standards, procedures, and safety protocols.
* Help monitor staff performance, provide constructive feedback, and contribute to performance reviews as directed.
* Reinforce compliance with departmental policies, grooming standards, and safety procedures.
* Liaise effectively with the Front Desk regarding room availability, guest requests, and VIP arrivals.
* Coordinate closely with the Engineering department for maintenance requests and follow‑up on repairs in guest rooms and public areas.
Inventory & Quality Control
* Monitor and manage inventory levels of linen, cleaning supplies, and guest amenities, assisting with ordering and stock rotation to ensure efficient usage and prevent shortages.
* Oversee the cleanliness and organization of housekeeping storage areas, pantries, and trollies.
* Assist in the implementation and monitoring of deep‑cleaning schedules for guest rooms and public areas.
Qualifications
* At least 3-4 years of progressive experience in housekeeping operations, with a minimum of 1-2 years in a supervisory role within a luxury (5‑star) hotel environment.
* Hotel pre‑opening experience is preferred.
* Excellent communication skills with fluency in Italian and English, both spoken and written.
* Strong attention to detail and a keen eye for cleanliness and presentation.
* Proven ability to lead, motivate, and train a diverse team.
* Familiarity with various cleaning equipment, supplies, proper cleaning techniques, and chemical usage.
* Exceptional guest service orientation with a genuine desire to create memorable experiences.
* A proactive, curious, and collaborative team player with a caring approach towards colleagues and guests.
* Ability to maintain composure and work objectively in stressful, high‑pressure situations.
* Demonstrated professionalism in all encounters with guests and employees.
Additional Information
* Medical Insurance, integrating Collective Labor Agreement one and extended to the family.
* Ticket Restaurant.
* Annual leave: ALL - Heartist® Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.
* Learning & Development: Opportunity to develop your talent and grow within your property and across the world!
* Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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