Job Description Manages and implements the brand requirements in the department (service certification etc) Provides customer satisfaction by ensuring smooth coordination between the front office and floor personnel Is responsible for the application of internal and external audit procedures (HACCP, Basic vision etc) Ensures that the department's targets are met Customer Relations Ensures that guests have a comfortable stay and receive a friendly personalised welcome Ensures that the team respects guests' privacy while working Handles customer comments and complaints and follows them up Professional Techniques / Production Ensures the high quality of services provided by a third-party (linen hire, cleaning etc) Ensures that lost property is managed effectively Guarantees that rooms are cleaned and services provided to the highest standards, ensures that hotel linen and uniforms are cleaned efficiently Coordinates room allocation with the front office, handling any switches as necessary Signals any technical faults and follows up repair work Team Management Anticipates needs and organises recruitment for the team Prepares the work schedule, taking everyone's skills into account Carries out annual appraisals for employees and sets their targets Prepares the team's training plan and tracks implementation Applies labour legislation Ensures the appropriate behaviour and impeccable presentation of staff under his/her responsibility Organises the welcome and integration of new employees Commercial and Sales Trains the team on the floor process as defined by the hotel Ensures that documentation and information in hotel rooms is well presented and up-to-date Analyses guest comments and implements any necessary corrective actions Is familiar with the services provided at the hotel and informs guests Management and Administration Manages all spend on cleaning products and welcome gifts, and ensures that equipment made available to floor staff is correctly used Helps optimise energy costs Organises the department for optimum efficiency, ensuring headcount matches the workload Updates and analyses dashboard charts (state of rooms, stocks of linen, welcome gifts etc) and implements action plans as necessary Manages the department's purchases, stocks and laundry processes Hygiene / Personal Safety / Environment Ensures respect of standards regarding hygiene, cleanliness and the safety of guests' property Ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) Ensures that the equipment and cultural assets of the department remain in good condition and working order Applies and ensures the application of the hotel's security regulations (in case of fire etc)