Sought position:
Housekeeping floor manager
Ref ID: n°29689
Town: London
Country : United Kingdom
Contract type: Long term contract
Contract start date : May 2017
Salary: Local Salary scale
Experience: experienced
Job status: Manager
Job category: Accommodation / Rooms
Accomodation: No Accommodation provided
Online since 2017/04/11
This job position is still available for the week of 2017-04-24

The Mandarin Oriental Hyde Park London

Mandarin Oriental Hyde Park London is looking for...

Housekeeping floor manager (M/F)

The Hotel
One of the capital’s most distinguished hotels created with luxurious English elegance. Offering fine views over the Royal Park and chic shops of Knightsbridge, Mandarin Oriental Hyde Park is a highly fashionable address in London.
Scope of Position
Floor Manager is accountable for the entire floor and the service received of its guests by ensuring the cleanliness of guest corridors, guest rooms, public areas and back of the house areas are of the highest caliber and meets the established standards. The Floor Manager will coordinate with the Butlers to service and to accommodate all guest’s requests
Manage Room Attendants on the assigned floor and handle special requests from guests and Butlers.
Organizational Structure
The Floor Manager reports to the Head Housekeepers.
Duties and Supporting Responsibilities
  • To adhere to the established standards of conduct and house rules, fire regulations and department procedures and policies.
  • To report to shift on time in issued uniform in a clean, neat and tidy appearance at all times.
  • To inspect all vacant and occupied rooms to check standards of cleanliness, missing guest amenities and/or supplies.
  • To manage and then report any problems to the Room Attendants and follow up accordingly documenting any follow up items accordingly to enhance the performance of the team.
  • To ensure all departure rooms are checked and released promptly for re-let and on time.
  • To inspect all rooms carefully ensuring that all special requests and amenities have been observed.
  • To ensure all occupied and arrival expected (AE) rooms received turndown service.
  • To spot check Room Attendants and ensure that proper cleaning procedures and steps are taken at all times.
  • To follow up on all guest requests and provide prompt service with minimum delay.
  • To manage all special projects on designated floor i.e. mattress turning, renovations, general cleaning, etc.
  • To manage guest supplies, cleaning supplies based on pre-established budget to be presented weekly for approval to management before submission in MortonBay
  • To provide on-the-job training.
  • To identify training needs.
  • To brief Room Attendants of all information and new changes from the daily Housekeeping briefing.
  • To evaluate Room Attendants performance as required.
  • To check daily for maintenance condition.
  • To issue work orders for repairs and follow up for prompt service.
  • To ensure supplies are correctly ordered, properly stored and re-used as directed.
  • To control and avoid wastage, including linen and mini bar items.
  • To assist with general inventories.
  • Responsible for the cleanliness of the floor pantry, keeping it clean, tidy and hygienic at all times.
  • Manage the entire cleanliness of the entire floor as the Floor Manager.
  • To manage and take accountability of the handover process for the floor using the appropriate tools in place.
  • To record, handover any special requests or messages for follow up by the next shift.
  • To inform the Head Housekeeper / Executive Housekeeper of any unusual events as soon as possible.
  • To assist to evacuate in-house guests during fire evacuations.
  • To ensure all equipment is in good condition and working order.
  • Participle monthly to different quality check: Bed bug inspection/ pest inspection.
  • To perform everyday written room inspection for housekeeping attendant.
  • To perform daily scenario test for Housekeeping attendant. ( Via HOTSOURCE when required)
  • To report to security any unusual behavior.
  • To report to security any sick or unanimated guest.
  • To act as a role model.
  • To attend and lead team briefing actively.
  • To attend training actively.
  • To escalate issue and guest complain.
  • To perform any other reasonable duties as required by the department head from time to time.
  • To check and manage linen inventory daily in line with budget and forecasted occupancy levels
  • Daily inventory of Housekeeping floor pantry
  • Input and follow up engineering hotsos requests
  • Verification that all requests and hotsos requests have been completed to expected standards
  • To be fully responsible for the Perfect Room Program on their specific floor meeting MOHG best practices
  • Anticipating Engineering & Housekeeping works needed on reoccurring issues (eg: drainage, paint work, carpet stains, marble polishing etc)
  • Organize and coordinate all deep cleaning on the floor based on the instructions of the manager
  • Performance Review & Appraisal process to be fully managed
  • Monthly performance review, probation sign off, Training plan recommendation – all per person the role manages.
  • Carry out operational training and keep training records up to date with the collection and processing of guest preferences into SMS
  • To present at the monthly Housekeeping Manager’s Meeting problem areas for your designate floor and suggestions of work solutions to better the department
  • To analyse data and propose improvements to drive Quality following LQA, Forbes, LRA results
  • Cover of Housekeeping Coordinator position for holiday and sick leave where required.

 Scope of Position
 To maintain the MOHG standards of quality, maintenance, cleanliness and tidiness in both guest and service area.
  • To create a safe, comfortable and friendly working environment to enable the team to deliver an outstanding overall level of service.
  • To be flexible with regards to working hours due to guest check in / out times on the floor to ensure the floor is covered effectively over the 24 hour period to allow for Meet & Greet of Top Attention / Special Attention VIPs daily, as allocated by Manager
Duties and Responsibilities
  1. To ensure that grooming standards are maintained by the team whilst personally presenting a professional image.
  2. To ensure all signing-in and out procedures are being performed accurately.
  3. To receive and conduct daily briefings in order to provide up to date information.
  4. To maintain confidentiality in regards to all guests’ and employees’ matters at all times.
  5. To perform all duties relating to the opening and closing of the housekeeping   department, ensuring an efficient and proactive service for our guests and colleagues.
  6. To perform all daily duties to ensure that both guest and service areas are checked and maintained to the standard required.
  7. To assist the Head & Executive Housekeeper in implementing and maintaining the Legendary Quality Experience Standards throughout the department.
  8. To identify and report any training and development needs among the team.
  9. To assist in training and guiding of all Housekeeping colleagues.
  10. To assist the Head & Executive Housekeeper with the implementation of mystery shopper survey action plans to continuously improve guest satisfaction.
  11. To record and store all lost property items accurately and according to the Housekeeping standards.
  12. To ensure that any malfunctioning equipment and maintenance problems are handled and recorded.
  13. To ensure that all equipment and cleaning supplies are utilised in accordance with COSHH to ensure employee safety.
  14. To organise service areas and pantries, ensuring the replenishing of Mini bars and guest amenities.
  15. To maintain an inventory of stock levels for Mini bar, Cleaning Supplies, Linen and Crockery that the designated floor the Floor Manager is accountable for in line with the budget.
  16. To ensure room attendants have effectively posted mini bar consumption in the SMS system accurately.
  17. To encourage and support the room attendants team in order to establish guest requirements/preferences, recording them and to provide service accordingly.
  18. To manage room attendants and porters in the daily operation.
  19. To check and release out of order, vacant, occupied and departure rooms.
  20. To prepare arrival rooms according to amenity codes and guest preferences.
  21. Liaise with reception, Butlers and housekeeping coordinator to prioritise room cleaning.
  22. To follow up on guests waiting for room and possible allocation changes in order to ensure complete guest satisfaction.
  23. To take ownership and look after the pantries on a daily basis.
  24. To effectively record and follow up all changes in room layout and supervise furniture movement and storage.
  25. To ensure all Mini bar and guest amenities items are within expiry dates.
  26. To handle any guest requests such as DVD players and films, extra beds etc. according to procedure.
  27. To be fully responsible of the standard of cleanliness and hygiene in all guest rooms and public areas on the floor managers designated floor.
  28. To be familiar with the in keeping of the FHLSS standards according to company procedures.
  29. To ensure training of all staff members according to the FHLSS standards.
  30. To ensure full knowledge of the role and responsibilities.
  31. To ensure the bed configuration is correct according to SMS.
  32. To replace and replenish supplies required in the pantry.
  33. To perform a room move according to standards & procedures.
  34. To participate in departmental meetings as scheduled by your Manager.
  35. To participate in all training classes provided by the hotel as directed by your Manager.
  36. To carry out any other reasonable requests or projects as directed by your Manager. 
Health and Safety
  1. To be aware of, and comply with, safe working practices as laid down under the Health and Safety at Work Act 1974 and Company H & S Manual, as applicable to your place of work. This will include your awareness of any specific hazards at your work place
  2. To be aware of, and comply with Food Acts.
  3. To wear any appropriate protective clothing provided by or recommended by the Hotel.
  4. To report any defects in the building, plant or equipment according to the Hotel procedures.
  5. To ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
  6. To attend 6 monthly statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety.
  7. To attend any training deemed appropriate by your Head of Department

A Career with Mandarin Oriental Hotel Group opens up a wealth of exciting opportunities for you, both now and for your future development.

Our Vision is to be widely recognised as the best luxury hotel group in the world. The Group is renowned for creating a culture that provides a motivating and rewarding environment in which to thrive.

The people who work for Mandarin Oriental are the Group’s most prized asset, bringing a quality and commitment to their work that is exceptional in the world of luxury hospitality. As a result, we provide outstanding, personalised service and earn numerous industry awards for exceptional quality.

The Mandarin Oriental Hyde Park London - One of London's most celebrated five-star hotels, Mandarin Oriental Hyde Park exudes an enticing mix of elegance and luxury. With world-famous restaurants and a stunning spa, we offer a fashionable and timeless base in the centre of the British capital.


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Please note that due to the volume of applications the hotel receives we are unable to respond to all candidates directly. All candidates whom have been shortlisted for interview will be notified within 2 weeks of their application. Should you not receive any communication from the hotel within 2 weeks of your application then unfortunately your application for this role has not been successful on this occasion.

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