About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Purpose

Assists the Department Head in managing and supervising the Housekeeping & Laundry department

Special Requirements

Has 3 - 4 years of relevant experience in 5 star hotels or resorts. Has held supervisory position in the Rooms Division

Possesses aptitude, management skills and upward mobility

Possesses excellent English, math and psychometric abilities

Technical education in Hospitality management is preferred

Proficiency in Property Management System is preferred

Major Responsibilities

General

Assists the Department Head in motivating and developing a skilled team, leads by example and instills a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes

Is actively involved in identifying and assessing the needs of employees and helps in the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth

Ensures the department is kept in an organized manner in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between all departments

Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule

Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals

Assists the Department Head in preparing annual plans, forecasts and managing expenses to meet departmental budgetary goals

Represents the Department Head in his/her absence

Departmental

Conducts daily floor and room inspections as well as occasional hygiene and sanitation reviews in accordance with hotel standards

Takes proactive measures to prevent damage to and extend the life of hotel assets and operating equipment under supervision. Possesses a high degree of product knowledge and relevant technical skills

Coordinates the work of and supervises third party service providers

Takes initiative and ownership of guest concerns and requests and acts decisively to ensure guest satisfaction when glitches occur; exceeds expectations

Promotes the maintenance of guest preference records (Guest History) and the creation of individual Housekeeping experiences

Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction

Ensures the safe handling of all equipment and machinery by the department's employees; rectifies any defects without delay

Specific Responsibilities and Tasks

General

Maintains an organized administration of departmental and personnel records, including rostering and leave planning 

Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook

Conducts daily briefing and monthly departmental meeting (in the absence of the Department Head) and participates in meetings when invited

Provides regular and fair performance feedback to employees and immediate supervisor, formally and informally as appropriate

Is seen as a hands-on leader, assists employees in crunch times; Walks the talk

Proposes personal goals and objectives based on self analysis of strengths and weaknesses; achieves agreed goals

Actively participates in the mentoring program when enrolled

Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply and takes appropriate action

Promotes and ensures a safe working environment

Performs any additional duties as assigned

Departmental

Is highly sensitive to guest preferences, ensures special service touches are offered when opportunities are presented

Assists the department head in scheduling and coordinating the preventive maintenance program for guest rooms, public areas and equipment

Ensures sufficient stock of operating supplies

Reports to

Department Head

Appropriate Manual/Policy & Procedure

Housekeeping Policy and Procedures Manual)

Blank copy of Annual Management Development Review (MDR) for reference

Four Seasons Service Culture Standards

Four Seasons Core Standards

              

               General

               Front & Lobby Areas

               Problem Resolution

               Heart of the house / Employee dining

               Heart of the house / Staff locker rooms

               Departmental

               Guest Room Initial Presentation

               Guest Room Daily Service

               Guest Room Evening Service

               Housekeeping & Maintenance Requests

               Laundry and Dry Cleaning

               The Kids Experience