Executive Housekeeper

Job Title: Executive Housekeeper

Reports To: Sales Operations Manager

Location: The Sigar at Sutera Bay KK, Sadong Jaya

Salary Range: RM 3,000.00 – RM 4,000.00

Employment Type: Full-time

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Job Summary:

The Executive Housekeeper is responsible for upholding exceptional quality and service standards across all guest-facing areas. This role involves inspecting rooms, resolving guest complaints swiftly and professionally, ensuring the implementation and adherence to Standard Operating Procedures (SOPs), and managing related administrative and documentation tasks.

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Key Responsibilities: -

Room Inspection & Quality Checks

• Conduct routine, surprise and pre-arrival inspections of guest rooms and public areas to ensure consistent cleanliness, safety, functionality, and compliance with brand quality standards.
• Identify any deviations, defects, or maintenance needs during inspections and promptly report them to relevant departments for immediate resolution for corrective action.
• Collaborate with housekeeping and maintenance supervisors to ensure continuous improvement in room preparation processes and guest satisfaction outcomes to ensure smooth and efficient workflow.
• Prepare and submit room inspection reports with actionable feedback.

Guest Complaint Resolution

• Respond promptly and professionally to guest complaints, ensuring timely resolution and guest satisfaction and loyalty, aiming for service recovery that aligns with the brand’s customer experience standards.
• Maintain detailed records of guest feedback, complaints, and resolution actions to support service audits and continuous improvement initiatives.
• Analyze trends and recurring issues from guest complaints to identify areas needing improvement, and propose corrective actions to management and recommend corrective and preventive actions.
• Work closely with team members and supervisors to share learnings from guest interactions, helping to foster a proactive and guest-centric service culture.
• Monitor service recovery procedures and ensure all compensation or goodwill gestures are handled in line with company policy.
• Maintain records of complaints and resolutions for audit and training purposes.

SOP Implementation & Training

• Ensure consistent implementation of Standard Operating Procedures (SOPs) across department, particularly in Operations by instilling SOPs across departments.
• Regularly review and update SOPs to reflect changes in operational practices, guest expectations, and industry standards, ensuring they remain relevant and effective.
• Conduct training sessions and on-the-job coaching for team members to reinforce understanding and adherence to SOPs, focusing on quality assurance, guest interaction, room preparation, and hygiene protocols.
• Develop and maintain training materials, manuals, and SOP documentation to support consistent onboarding and continuous learning initiatives.

Administrative & Paperwork Management

• Maintain accurate and organized records of all quality control activities, including room inspections, guest complaints, service recovery actions, audit reports, and SOP compliance logs.
• Monitor the completion and accuracy of departmental paperwork such as housekeeping checklists, maintenance logs, and guest feedback forms to ensure consistency and completeness.
• Prepare and submit daily, weekly, and monthly quality reports to management, highlighting key performance indicators (KPIs), trends, recurring issues, and improvement plans.
• Ensure timely documentation and filing of internal audits, training records, departmental checklists, and corrective action reports to support operational transparency and accountability.
• Support the creation and updating of SOP manuals, training guides, and quality assurance templates in coordination with department heads.
• Prepare quality reports and performance summaries for management review.
• Ad-hoc tasks as required by Superior

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Requirements:

• Minimum 3–5 years of experience in hotel operations or quality control, preferably in a supervisory or senior role.
• Strong understanding of hospitality SOPs and guest service standards.
• Strong attention to detail, problem-solving skills, and ability to work under pressure.
• Strong leadership, team management, and organizational skills.
• Willingness to travel to various properties as required.