Key responsibilities

Housekeeping services

· Place Housekeeping teams' equipment for the days use in position for housekeeping team to access

· Roster the correct number of staff on for each day according to bookings

· Compile a weekly roster for staff to be away of when they are needed.

· Print off the housekeeping roster that has been updated on RMS

· Set the housekeeping team on their day and notify each of them of any extra work required in rooms etc. split beds, cots, extra cleaning

· Respond to housekeeping requests in accordance with the procedures in the Quest Housekeeping Manual.

· Advise guests on the operation of equipment in rooms when necessary.

· Attend to lost property according to the Lost Property Procedure.

Room preparation & presentation

· Report maintenance requirements promptly.

· Make sure all storerooms are stocked with items needed on a daily basis.

· Store equipment and chemicals in accordance with procedures in the Housekeeping Manual.

· Check all cleaned rooms for guest arrival

· Wash and maintain cleaning cloths and mops to optimize their use each day
Clean equipment and rooms according to Quest standards.

Common area maintenance & presentation

· Vacuum and mop floors, dust furniture and wash windows in accordance with Housekeeping Manual.

Customer service

· Communicate with guests in a friendly and professional manner in accordance with procedures in the Housekeeping Manual.

· Operate at all times within the guidelines contained in the Employee Code of Conduct and the Quest Way.

· Maintain strict confidentiality in regard to all interactions with guests.

Adherence to Quest standards

· Supervise housekeeping team to ensure adherence to Quest Occupational Health and Safety policies and procedures, Employee Code of Conduct and Quest policies and procedures contained in the Housekeeping Manual.

· Conduct inspections of all guest rooms prior to return to reception for sale and guest occupancy.

· In conjunction with the Franchise Manager, conduct between 5 and 10 physical inspections of guest rooms per week.

Housekeeping stock

· Ensure there is sufficient stock (such as irons, toasters, utensils, crockery and glassware) to replace broken, missing or sub standard items.

· Ensure there is sufficient linen available to service and prepare guest rooms on any given day.

· Report instances of defective linen stock to the Franchise Manager.

· Ensure there are sufficient chemicals and housekeeping equipment available to clean and prepare guest rooms and common areas to the standards outlined in the Housekeeping Manual.

Housekeeping expenditure

· Control housekeeping expenditure with regard to labour and materials to ensure it conforms to budget.

· In consultation with the Franchise/General Manager, prepare housekeeping team rosters to reflect occupancy levels.

· In consultation with the Franchise/General Manager, negotiate with suppliers to ensure the best possible purchasing position.

· Ensure that room cleaning times are optimised and contained to budget expectations.

Team management

· Plan daily work schedules and rosters to ensure the optimum use of available labour.

· Provide induction and ongoing training for housekeeping staff as outlined in the Quest Operations Manual and relevant Training Policies and Programs.

· Provide day to day supervision and leadership of housekeeping staff to foster team morale, commitment and cooperation.

· Work with the Franchise Manager to identify staffing requirements and recruiting staff in accordance with the Quest Human Resources Management guidelines.

· Conduct performance appraisals of housekeeping staff in conjunction with the Franchise Manager and in accordance with Quest policy and procedures.

· Conduct regular staff meetings with housekeeping staff to provide them with information on the business and to seek their input on issues relating to the housekeeping function, and motivate and build team spirit.

· Identify and resolve conflict situations and liaising with Franchise Manager to implementing where necessary grievance handling and counseling and disciplinary procedures.

· Liaise with the Franchise Manager to maintain staff records of personal, payroll and training information according to Quest procedures.

· Comply with all requirements of employment, equal employment opportunity, antidiscrimination, bullying, harassment and sexual harassment laws.

Occupational health & safety and security procedures

· Follow all occupational health and safety procedures as outlined in the Housekeeping Manual and Franchise Operations Manual.

· Be alert to and report any suspicious behavior or occurrences to the Franchise Manager.

· Secure property and equipment as outlined in Quest procedures.

· Maintain personal hygiene and grooming and wear your Quest uniform as detailed in the Quest Uniform policy.

· Handle food safely according to the Quest Food Safety policy and procedures.

Administration

· Collect, secure and record all lost property as outlined in the Lost Property policy in the Housekeeping Manual.

· Record and report maintenance issues according to the procedures in the Housekeeping and Maintenance Manuals and liaise with Maintenance staff to ensure timely attendance to maintenance requirements.

Continuous improvement of housekeeping function

· Keep abreast of changes in cleaning practices and housekeeping methods and procedures.

· Convey information about changes to housekeeping practices to staff.

· In conjunction with the Franchise Manager, review guests’ comment cards and devise actions and/or procedures that rectify and resolve guest concerns, immediately and in the long term.

Operational Oversight

· Maintain high housekeeping standards by ensuring rooms, equipment, supplies, and linen are prepared and managed in line with established procedures.

· Step in as needed to support team operations, ensuring seamless service delivery and continuity.

· Ensure safe handling and storage of chemicals, equipment, and materials in accordance with policy.

· Proactively manage operational costs related to housekeeping, supplies, and maintenance, ensuring adherence to Quest standards and alignment with approved budgetary limits.

Property Maintenance

Establish and maintain a proactive and preventative maintenance plan for all areas of the property, including guest rooms, common areas, back-of-house spaces, and plant equipment.

Conduct regular property inspections to identify and address issues before they escalate into major faults.

Maintain detailed and up-to-date Maintenance Logs for each room, department, and asset, recording reported issues, rectification actions, and dates of resolution.

Coordinate with in-house maintenance personnel and external contractors to ensure timely response and repair of all maintenance issues.

Ensure preventative maintenance is carried out according to schedule for all essential systems and equipment (e.g. HVAC, electrical, plumbing, lifts, appliances).

Monitor the condition and performance of Property, Plant, and Equipment (PPE) and escalate any concerns regarding degradation, safety, or non-compliance.

Track recurring issues to identify root causes and implement long-term solutions.

Liaise with suppliers and service providers to ensure maintenance works are completed to a high standard, within budget, and with minimal disruption to operations.

Schedule minor works, upgrades, and deep maintenance during periods of low occupancy to reduce guest impact.

Assist in the development and management of annual maintenance budgets and forecasting future capital replacement needs.

Other duties

· Undertake other duties within the scope of your skills, competence and training as directed.

· Act as Night Duty Manager when required, ensuring guest safety, property security, and operational continuity during after-hours periods.