Head Housekeeper

MAIN DUTIES:

Delivering the Vision

• To support the Head of Housekeeping in managing all aspects of the housekeeping service at Westward Care to ensure customers experience a high-quality care facility.

• Lead by example to ensure all customers and employees are treated with equality, dignity, and respect, allowing individuals to challenge discrimination and harassment in employment practice and service provision.

• Ensure an ethos of 'right first time and on time' for all aspects of housekeeping, delivered seamlessly and discreetly with minimal disruption to customers and care provision.

• Handle face-to-face enquiries efficiently, friendly, and professionally.

Quality Management

• Instill a sense of pride in the housekeeping team for their job and the organisation.

• Maintain a professional appearance in accordance with uniform standards.

• Establish procedures to ensure housekeeping activities are planned and completed timely and to the satisfaction of the customer and General Manager.

• Choose suppliers and products from an approved list meeting quality standards to deliver high-standard housekeeping while seeking best value.

• Proactively manage relationships with suppliers to ensure excellent value, reliability, and consistent quality.

• Ensure compliance with all relevant organisational, legal, and financial procedures and policies to protect customers and employees and minimize risk and financial loss.

• Ensure health and safety of self and customers through best practices in all aspects of work and in line with Westward Care Health and Safety guidelines.

• Complete all paperwork accurately and to the required standard within agreed timeframes.

Setting Standards

• Contribute to setting standards for housekeeping in agreement with the General Manager.

• Implement systems and procedures to ensure consistent housekeeping quality throughout the day/week, meeting the high standards agreed upon.

• Ensure housekeeping standards are reinforced through satisfactory training of teams and individuals at all stages of the employee lifecycle.

• Inspire and lead the housekeeping team to continuously improve.

Managing the Team

• Effectively implement the Westward Care Performance Management Policy by conducting Performance Reviews for the housekeeping team.

• Maintain a full and competent workforce to deliver the housekeeping service at all times.

• Manage the succession plan for the housekeeping team to ensure all employees reach their potential.

• Lead in a way that inspires and empowers individuals to be their best.

• Participate in training and development to meet mandatory requirements and identified needs.

Communication

• Provide relevant and timely information and feedback on housekeeping to the General Manager at agreed intervals and in an agreed format.

• Proactively communicate any substantial housekeeping requirements, especially those which will be disruptive to customers or incur high costs.

• Maintain confidentiality as appropriate.

• Participate in team meetings and individual meetings with the Line Manager as required.

• Create an environment that encourages and values feedback on housekeeping services from all employees, customers, and visitors to Westward Care.

Customer Service

• Look for opportunities to delight the customer by exceeding their expectations in creative and fun ways, understanding them as individuals, e.g., individual preferences for arranging their possessions, remembering birthdays, etc.

• Supervise and carry out housekeeping duties discreetly and professionally, minimizing intrusion into customers' privacy.

• Proactively obtain customer feedback on housekeeping issues, identify changes if required, and present a case for change to the General Manager.

• Lead by example in all aspects of housekeeping and proactively address issues identified by customers, employees, and visitors to a satisfactory conclusion.

• Create an outstanding first impression for customers.

• Contribute to an ethos that anticipates customer needs and puts the customer first.

• Demonstrate an understanding that internal customers are to be treated with the same respect and understanding as external customers.

Profitability and Growth

• Budget and manage resources to minimize waste and deliver the housekeeping service to the required high standard.

• Minimize waste and loss through good management practice, planning, and training.

• Manage stock levels effectively to ensure availability without excessive stock.

• Communicate opportunities to be more efficient and effective in own role and as a team.

• Have excellent knowledge of Westward Care services and facilities and promote these at every opportunity.

ADDITIONAL INFORMATION:

• The post holder will be expected to work when required to cover for sickness and holidays.

• You will be required to work unsocial hours, weekends, and Bank Holidays as necessary to meet the needs of the service.

• The service operates 24 hours per day, seven days per week, and flexibility is essential to meet the needs of the service.

• This job description is not necessarily an exhaustive list of duties but is intended to reflect the range of duties that the post holder will perform. The job description will be regularly reviewed and may be changed in accordance with the needs of the service and organisation, in consultation with the post holder.

Level of DBS disclosure required: Enhanced