Executive Housekeeper/ インターコンチネンタルホテル大阪

1. 部門全体の運営管理（Department Operations）

• ハウスキーピング、パブリックエリアおよびランドリー業務全般の統括・管理
• ホテルの稼働状況、客室販売状況、到着・出発予定に基づいた日々の業務計画および人員配置の管理
• 客室清掃、ターンダウンサービス、特別清掃、定期清掃などの業務進捗および品質管理
• 客室の販売可能状況を把握し、フロントオフィスと連携した客室準備・清掃状況の管理
• 業務効率と生産性を高めるためのオペレーション改善および業務プロセスの見直し
• 繁忙期や特別イベント時の運営計画および現場サポート
• ホテルのブランドスタンダードおよびIHGのオペレーション基準の維持・徹底

2. 品質管理・ゲストエクスペリエンス（Quality & Guest Experience）

• 客室、バスルーム、廊下、ロビー、パブリックエリアなど、ホテル館内全体の清潔さと美観の維持・向上
• 客室およびパブリックエリアの定期的なインスペクションの実施と改善指導
• InterContinentalブランドに求められる品質基準およびサービススタンダードの徹底
• ゲストからの清掃・客室環境に関するご意見やご要望への迅速かつ適切な対応
• VIP、リピーター、特別なお客様のご要望や個別の配慮事項の把握と対応
• ゲスト満足度調査や品質評価の結果分析および改善施策の立案・実行
• 清掃品質に関する問題の原因分析と再発防止策の策定
• 客室の快適性、備品、アメニティ、インテリアの状態確認および改善提案

3. 人材マネジメント・人材育成（People Management & Development）

• ハウスキーピング部門の組織運営およびスタッフのマネジメント
• マネージャー、アシスタントマネージャー、スーパーバイザーの指導・育成およびパフォーマンス管理
• 部門の採用計画、人員計画、シフト管理および労務管理
• スタッフの能力や経験に応じた教育・研修プログラムの策定と実施
• 定期的な面談やフィードバックを通じたスタッフの成長支援とキャリア開発
• 後継者育成および将来のリーダー候補の発掘・育成
• チーム内のコミュニケーション促進と、互いを尊重し協力し合える職場環境の構築
• 従業員エンゲージメントの向上および離職防止に向けた取り組み

4. 予算・コスト管理（Financial & Cost Management）

• 部門年間予算の策定、管理および予実分析
• 人件費、消耗品費、リネン費、外注費などのコスト管理
• 客室稼働率や業務量に応じた適切な人員配置と労働生産性の管理
• 清掃用品、アメニティ、備品、リネン類などの在庫管理および発注計画
• 適正な在庫水準の維持と過剰在庫・廃棄ロスの削減
• コスト削減とサービス品質の維持・向上を両立するための改善策の立案
• 取引先や外部委託業者との交渉・契約管理および業務品質の確認
• 部門の業績や運営状況に関するレポート作成および経営陣への報告

5. 他部門との連携（Cross-Department Collaboration）

• フロントオフィス、エンジニアリング、F&Bなど各部門との緊密な連携による円滑なホテル運営
• 客室の修繕・設備不具合についてエンジニアリング部門と連携した対応および進捗管理
• 客室の販売状況や特別なゲストリクエストに応じた優先順位の調整
• 客室改装、設備更新、ホテル内プロジェクトにおける関係部門との調整・協力
• 経営陣および各部門責任者との情報共有、課題解決および改善施策の推進

6. 安全衛生・コンプライアンス・サステナビリティ（Safety, Compliance & Sustainability）

• 労働関係法令、衛生管理、安全基準および社内規定の遵守・徹底
• 清掃用薬剤や機器の適切な使用・管理およびスタッフへの安全教育
• 労働災害や事故の防止、発生時の適切な対応および再発防止策の実施
• 防災・緊急時対応に関する手順の理解とスタッフへの教育
• IHGのサステナビリティ方針に基づく環境負荷軽減への取り組み
• 水道・電気・洗剤などの使用量削減、リネン再利用、廃棄物削減の推進
• 環境に配慮した業務プロセスの導入と継続的な改善

1. Department Operations

Oversee and manage all housekeeping, public area, and laundry operations to ensure smooth and efficient daily operations.

Develop daily operational plans and manage staffing allocation based on hotel occupancy, room reservations, and arrival and departure schedules.

Monitor the progress and quality of guest room cleaning, turndown services, special cleaning projects, and periodic deep-cleaning activities.

Monitor room status and coordinate closely with the Front Office team to ensure timely room readiness and availability for sale.

Review and improve operational procedures and workflows to enhance efficiency, productivity, and service delivery.

Develop operational plans for peak periods, special events, and high-occupancy situations, while providing on-site support when required.

Ensure consistent compliance with InterContinental brand standards and IHG operational standards.

2. Quality Management & Guest Experience

Maintain and continuously enhance the cleanliness, presentation, and overall appearance of all hotel areas, including guest rooms, bathrooms, corridors, lobby, and public spaces.Conduct regular inspections of guest rooms and public areas, providing guidance and corrective actions to maintain the highest quality standards.

Ensure consistent implementation of InterContinental brand standards and luxury service expectations.

Respond promptly and appropriately to guest feedback, concerns, and special requests related to housekeeping and room conditions.

Oversee personalized arrangements and special requests for VIPs, repeat guests, and other distinguished guests.

Analyze guest satisfaction survey results and quality assessment reports, developing and implementing improvement initiatives.

Identify the root causes of housekeeping-related quality issues and establish corrective and preventive measures.

Monitor the condition and presentation of guest room furnishings, amenities, equipment, and interior elements, identifying opportunities for improvement.

3. People Management & Development

Lead and manage the overall housekeeping organization, ensuring effective team performance and operational excellence.Coach, mentor, and develop managers, assistant managers, and supervisors, while monitoring their performance and supporting their professional growth.

Develop departmental recruitment and workforce plans, including staffing levels, scheduling, and labor management.

Design and implement training and development programs tailored to colleagues' skills, experience, and operational needs.

Conduct regular performance discussions and provide constructive feedback to support colleague development and career progression.

Identify and develop future leaders through succession planning and talent development initiatives.

Foster open communication, teamwork, and a respectful working environment where colleagues are encouraged to collaborate and support one another.

Drive colleague engagement initiatives and develop strategies to improve retention and reduce turnover.

4. Financial & Cost Management

Develop, manage, and monitor the annual departmental budget, including regular budget reviews and variance analysis.

Control and optimize departmental expenses, including labor costs, operating supplies, linen expenses, and outsourced services.

Manage staffing allocation and labor productivity in accordance with hotel occupancy levels and operational requirements.

Oversee inventory management and purchasing plans for cleaning supplies, guest amenities, operating equipment, and linen.

Maintain appropriate inventory levels while minimizing excess stock, unnecessary consumption, and waste.

Develop and implement cost-saving initiatives while maintaining and enhancing service quality and operational standards.

Manage relationships with suppliers and external service providers, including contract negotiations, performance monitoring, and service quality assessments.

Prepare and present departmental performance reports, operational updates, and financial results to senior management.

5. Cross-Department Collaboration

Build strong working relationships with the Front Office, Engineering, Food & Beverage, and other departments to ensure seamless hotel operations.

Coordinate with the Engineering team regarding guest room maintenance, equipment malfunctions, and repair requests, ensuring timely resolution.

Collaborate with the Front Office to prioritize room readiness and operational arrangements based on room availability, occupancy, and special guest requests.

Work closely with relevant departments on guest room renovation projects, facility upgrades, and other hotel-wide initiatives.

Maintain effective communication with senior management and department heads, sharing operational updates, addressing challenges, and driving continuous improvement initiatives.

6. Safety, Compliance & Sustainability

Ensure compliance with applicable labor laws, health and hygiene regulations, workplace safety standards, and internal hotel policies.

Ensure the proper handling, storage, and use of cleaning chemicals and equipment, providing appropriate safety training to colleagues.

Implement measures to prevent workplace accidents and injuries, and ensure appropriate incident reporting, investigation, and corrective actions.

Ensure colleagues understand and follow emergency response procedures, fire safety requirements, and other relevant safety protocols.

Drive environmental sustainability initiatives in alignment with IHG's sustainability commitments and policies.

Promote responsible consumption of water, electricity, cleaning products, and other resources, while encouraging linen reuse and waste reduction.

Introduce environmentally responsible operational practices and continuously identify opportunities to improve sustainability performance.

【What we need from you】

• ホテルまたはホスピタリティ業界におけるハウスキーピング業務の経験
• ハウスキーピング部門または関連部門におけるマネジメント経験
• 部門運営、予算管理、コスト管理および人員管理に関する知識・経験
• スタッフの指導・育成およびチームを率いるリーダーシップ
• ゲスト満足度とサービス品質の向上に対する高い意識
• 優れたコミュニケーション能力および部門間の調整能力
• 問題解決能力、分析力および改善提案力
• 日本語での円滑なコミュニケーション能力
• 英語でのコミュニケーション能力があれば尚可
• ホスピタリティまたは関連分野の学士号、もしくは同等の実務経験があれば尚可

• Previous experience in housekeeping operations within the hotel or hospitality industry.
• Proven management experience in a housekeeping department or a related operational area.
• Strong knowledge and experience in departmental operations, budget management, cost control, and workforce planning.
• Demonstrated leadership skills with the ability to lead, coach, and develop team members.
• Strong commitment to enhancing guest satisfaction and maintaining exceptional service quality.
• Excellent communication, interpersonal, and cross-functional coordination skills.
• Strong problem-solving, analytical, and continuous improvement skills.
• Fluency in Japanese, with the ability to communicate effectively in a professional environment.
• Proficiency in English is an advantage.
• Bachelor's degree in Hospitality Management or a related field, or equivalent professional experience is preferred.