The aim of this role is to provide high quality housekeeping and maintenance administration and coordination for a portfolio of estate properties. It is a vital position to ensure consistently high-quality standards, to achieve the best possible guest feedback, owner retention and recommendations. You will be responsible for managing and motivating operational team members and ensuring accurate charging and accounts reconciliation.
| Location | Silverlake - Dorset |
| Reporting to | Property Services Manager |
| Salary | £25,000 per annum |
| Hours | 35 hours per week 5 days per week including weekends |
Key Accountabilities/Primary Responsibilities:
Operations
- Administer the portfolio of rental and private estate properties ensuring all maintenance and property checks have been completed within strict time deadlines
- Manage the maintenance packs, checking the booking matrix daily/weekly via Elite and communicate these clearly with the Property Services Manager on when and who will complete these.
- Coordinate the emptying, cleaning and refilling of all Hot Tubs on the Estate in line with BISHTA guidelines and the Habitat Escapes rental program needs.
- Work in partnership with Habitat Escapes to ensure operations run smoothly and that all departments work together as one team.
- Research and implement new environmentally friendly products, liaising with suppliers to achieve the best prices for products.
- Continually review the office and operational procedures to assess and suggest new and efficient ways of working.
- Manage the quality of work completed by conducting quality checks and providing feedback, informal training and mentoring the team where required to ensure future quality standards are upheld.
- Manage maintenance requests, liaising with contractors and generating quotes for property owners.
- Co-ordinate housekeeping & maintenance team members, contractors and linen suppliers to ensure that properties are presented to a high standard for arrivals.
- Schedule all operational activity incorporating arrival/departure checks, property inspections, maintenance work and cleaning.
- Ensure all maintenance team member shifts are on HBHR and are accurately approved within Payroll time schedules.
- Input jobs on Elite to produce invoices and reconcile against work completed for accuracy, supporting accounts to ensure appropriate invoicing.
- When necessary, undertake cleaning of properties.
- Manage linen stock levels in line with booking volumes, inputting usage and ordering items.
- Manage stock of products and consumables ordering where necessary and approve subsequent invoices.
Health & Safety
- Ensure the compliance of all legal requirements in respect of health and safety for team members and customers regarding, COSSH, manual handling and other checks such as buggies.
- Support the Property Services Manager and Operations Manager from an administrative and coordination perspective on all HFG owned and managed offices essential health and safety checks.
- Manage H&S reporting liaising with a Manager on any key issues and reporting anything unsafe / accidents / near misses to the Health & Safety representative.
- Ensure all daily/weekly/monthly safety checks are being undertaken and the appropriate proformas completed and visible/accessible to all.
- Ensure that the department team members are trained effectively in all areas of Health and Safety alongside the People Team.
Customer Services
- Respond to queries/complaints as required and ensure that any problems are resolved within a strict timeframe to ensure complete customer satisfaction.
- Resolution of any issues that might impact arrivals i.e. maintenance issues.
- Support a positive, proactive attitude in the office with a particular focus on customer care and high-quality standards.
- Support the drive for a high standard of service and work across all contractors.