Assistant Housekeeping Manager | InterContinental Halong Bay Resort

Key Responsibilities

Operational Management

• Assist in managing the daily operations of the Housekeeping Department.
• Ensure guest rooms, public areas, and back-of-house areas are cleaned and maintained according to brand standards.
• Conduct regular inspections of guest rooms, corridors, public areas, and facilities.
• Coordinate room status updates with Front Office to maximize room availability and guest satisfaction.
• Monitor housekeeping productivity and service efficiency.
• Support laundry operations and linen management where applicable.

Team Leadership

• Supervise Housekeeping Supervisors, Room Attendants, Public Area Attendants, and Laundry colleagues.
• Conduct daily briefings and communicate departmental objectives.
• Train, coach, and develop team members to improve performance and service quality.
• Monitor attendance, scheduling, and manpower deployment.
• Support recruitment, onboarding, and performance evaluations.
• Foster a positive and engaged working environment.

Quality Assurance

• Ensure compliance with hotel brand standards and housekeeping procedures.
• Monitor guest feedback and implement corrective actions when required.
• Conduct quality audits and follow-up inspections.
• Ensure all guest requests and maintenance issues are addressed promptly.

Health, Safety & Compliance

• Ensure compliance with health, hygiene, sanitation, and safety regulations.
• Promote safe handling and storage of chemicals and cleaning equipment.
• Ensure colleagues follow occupational health and safety procedures.
• Participate in emergency response procedures and hotel safety programs.

Inventory & Cost Control

• Monitor usage of cleaning supplies, guest amenities, linen, and uniforms.
• Assist in maintaining inventory levels and conducting stock counts.
• Support budget control initiatives and cost-saving programs.
• Minimize waste, loss, and damage of hotel assets.

Guest Service

• Respond professionally to guest complaints and service recovery situations.
• Ensure guest requests are handled efficiently and courteously.
• Maintain a strong guest-focused culture within the department.

Qualifications & Experience

• Diploma or Degree in Hospitality Management, Hotel Management, or a related field.
• Minimum 3–5 years of Housekeeping experience in a hotel or resort environment.
• At least 1–2 years in a supervisory role within Housekeeping.
• Experience in luxury or international hotel brands is preferred.
• Good understanding of housekeeping operations, cleaning procedures, and quality standards.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to train, coach, and motivate teams.
• Strong organizational and time management abilities.
• Attention to detail and commitment to quality.
• Problem-solving and decision-making skills.
• Proficiency in Microsoft Office and hotel property management systems.
• Good command of spoken and written English.

Key Performance Indicators (KPIs)

• Guest satisfaction scores related to cleanliness.
• Housekeeping inspection and audit results.
• Room readiness and turnaround efficiency.
• Department productivity and labor cost management.
• Colleague engagement and turnover rates.
• Compliance with health, safety, and brand standards.