About the Role
The Accommodation & Cleaning Shift Manager will be responsible for the smooth delivery of the cleaning shift of our public areas and entertainment venue across the resort. Reporting to the Cleaning Manager, the Accommodation & Cleaning Shift Manager will ensure daily operational plans are fulfilled by ensuring that relevant tasks and objectives are being carried out by the team and that team members are in the right place at the right time to manage guest demand while maintaining high operational standards and guest experience.
The role involves leading and monitoring team members who clean entertainment venues after shows, maintain toilet facilities across the resort, move and reset venue furniture, and perform high-level cleaning using industrial equipment indoors and outdoors. You will support and coach the team to deliver excellent service and drive key metrics related to our Clean and Fault Free (CAFF) approach, holding the team accountable to meet standards.
Key Responsibilities
* Ensure the delivery of cleaning standards and drive improvements in Guest and Employee NPS.
* Conduct quality control checks and lead feedback conversations.
* Manage staffing effectively to execute the Right People, Right Place, Right Time (RPRPRT) strategy.
This is a permanent role, covering 40 hours per week, 5 days over 7, including weekends, with early and late shifts from 6am to 5am to cover operating hours.
About You
You will oversee the cleaning operation during your shift, ensuring adherence to CAFF standards. You will monitor NPS scores, take proactive steps to improve these scores, and reduce guest complaints. Responsibilities include conducting online quality checks, analyzing reports, and leading feedback discussions.
You will ensure your team receives necessary training and support, manage the implementation of a 90-day onboarding program, and oversee personnel activities including PDPs, performance management, and HR processes. Setting clear objectives, supporting team surveys, leading action plans, upholding brand standards, and ensuring health and safety compliance are also key aspects of your role.
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