Household Manager

The Household Manager is responsible for the food, beverage and housekeeping activities.

Description of Household Manager

The Household Manager is responsible for the food, beverage and housekeeping activities. The incumbent provides critical support to the client.

This role requires sound knowledge of (1) the management of a pantry; (2) foods, appropriate combinations, food & beverage preparation; (3) food & beverage service; (4) luxury items, antiques and their care; (5) household items and their care; (6) fabric and garments and their care; (7) protocol, and (8) customer service.

The incumbent organizes, trains and directs assigned Staff to ensure effective operations and the highest quality.
The job purpose is achieved by embracing, demonstrating and contributing to the Vision of our client and staff: “A culture of excellence through people performance and partnerships”.

KEY OUTPUT AREAS

1. Standard Operating Procedures Manual for the Residence
2. Menus for all events
3. Shopping lists for the Residence
4. Food & beverage preparation and service for the Residence, official and private events
5. Housekeeping in all areas of the Residence
6. Contribution to the Private Establishment’s Operational Plan and Budget in respect of requirements for the Residence
7. Weekly Work Plan for assigned Staff
8. Weekly report.

KEY AREAS OF RESPONSIBILITY

Management/Administrative Responsibilities

1. Monitors weekly, monthly and annual diaries to be kept abreast of events that will require food and/or beverage service.  Liaises with the Aide-de-Camp and Events Manager to ensure optimal response time and preparedness for events.
2. Develops, implements, and conducts ongoing review of the Standard Operating Procedures Manual for the Residence.
3. Provides leadership and supervisory oversight for assigned Staff to ensure the prescribed courtesies, customer service standards, and protocols are observed, and the required procedures for tasks are executed in keeping with established standards.
4. Reviews all menus for official and private events and secures required approvals.  Recommends changes as needed.
5. Receives guests to the Residence.  Ensures the required support is in place to assure their comfort and well-being.
6. Defines and implements work schedules for all assigned Staff.
7. Conducts scheduled and unscheduled quality checks for assigned tasks in all areas of the Residence.
8. Reports all damages to items in the Residence in keeping with established procedures.  Implements corrective actions as required.
9. Contributes to the Private Establishment’s One-year Operational Plan and Budget.
10. Prepares and submits weekly reports on Household operations in keeping with established timelines.
11. Performs other related functions as required.

Technical/Professional Responsibilities
Food & Beverage:

1. Reviews menus for events  and recommends changes as needed.
2. Defines and implements standards for food preparation and food service in the Residence.
3. Manages the pantry in the Residence and ensures that appropriate stocking and rotation procedures are adhered to in keeping with required standards.
4. Assesses and provides direct guidance to Chefs to assure balanced meals and quality of output is in keeping with the required standards.
5. Supervises food & beverage preparation and service in the Residence.  Ensures meal service is delivered on time and consistently meets established quality standards.
6. Assumes responsibility for food & beverage preparation and service for all private events. 
7. Provides supervisory oversight for the Chefs in relation to food and beverage requirements for official events.

Housekeeping:

1. Establishes and maintains inventory of flatware, glassware, cooking utensils, linens, food and beverage, and cleaning supplies for housekeeping operations.
2. Defines, implements, and conducts ongoing reviews of standards for housekeeping in all areas of the Residence.  Defines and implements cleaning schedules (i.e. frequency of deep-cleaning activities for the various areas for inclusion in the Standard Operating Procedures).
3. Supervises assigned Staff in housekeeping and laundry services, and ensures tasks are completed consistently and meets established quality standards.  Coordinates as necessary with the House Manager for the timely completion of laundry services for linens and other items from the Residence.
4. Coordinates with the Property Administrator for periodic maintenance of all tools and equipment in the Residence in keeping with established maintenance schedules. Maintains service records.
5. In consultation with with leadership, identifies and prioritizes needs for the range of items required in the Residence.  Secures pro-forma invoices as required and prepares relevant requests for procurement.

Departmental Human Resource Responsibilities

1. Assesses training needs and recommends training interventions for assigned Staff in keeping with operational objectives.  Provides on-going coaching for Staff and conducts training sessions as required to meet identified needs.
2. Carries out performance evaluation processes for assigned Staff.
3. Participates in interviews and selection of Staff for the Residence. 
4. Conducts job-specific orientation for new Staff.
5. Establishes regular meeting schedules with Staff to motivate, impart information, and addresses concerns.

PERFORMANCE MEASURES

1. Legal and other guidelines with respect to health, safety and contract specifications are implemented and met as required.
2. The Standard Operating Procedures Manual is implemented, maintained, and used by all Staff assigned to the Residence.
3. Requirements for food and beverage preparation and service are met or exceeded.
4. Furnishings, brassware, fixtures, fittings, rugs, carpets, drapes and general housekeeping in all areas of the Residence are maintained to the required standard.
5. Laundry services are carried out in a timely manner and at the standard required.
6. Equipment and tools assigned to the Residence are regularly serviced and maintained.
7. The standards of presentation, customer service, and protocol of all Staff in the Residence are met and/or exceeded.
8. The performance expectation is consistently achieved and exceeded as evidenced by their feedback, and that of other key stakeholders.
9. Timely contribution to the Private Establishment’s Operational Plan and Budget in respect of requirements for the Residence.
10. Weekly Work Plan for assigned Staff and weekly report submitted within required timeline.

REQUIRED KNOWLEDGE SPECIFIC TO THE POSITION

1. Knowledge of pantry management.
2. Knowledge and understanding of health and safety issues.
3. Sound, in-depth knowledge of foods, appropriate combination of foods, and food & beverage preparation and service
4. Knowledge of household items, antiques and their care; fabric and garments and their care
5. Customer service.

REQUIRED COMPETENCIES & ATTRIBUTES

1. Computer literate in Microsoft Office applications.
2. Loyal, composed, and trustworthy and demonstrates impeccable integrity.
3. Able to lead, manage, organize, set priorities, multi-task and meet deadlines.
4. Able to anticipate customer needs, change goals and direction quickly.
5. A problem-solving and results-driven individual with an eye for details.
6. Able to apply good judgment, negotiate, exercise initiative and cope well under pressure.
7. Able to communicate effectively in both oral and written form with persons at all levels.      
8. Confidential and professional in personal conduct and in the execution of duties.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• An Undergraduate Degree in Hospitality Management or related discipline from a recognized tertiary institution or its equivalent.

• At least four (4) years progressive experience managing food service and/or housekeeping operations within the hotel industry or related field.

• Supervisory training and experience.
• Valid Food Handler’s Permit.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB               

• The Household Manger is expected to lead by example and take a non-traditional approach to working hours. This means that she may be required to work a flexible schedule which will include at times long hours, work on weekends and Public Holidays.
• This position demands good physical and mental health.
• It requires solving problems that arise, spending long hours on one’s feet and often having to lift objects, such as tables, chairs and other items.
• Travelling is required.

AUTHORITY TO:

• Provide technical advice on food & beverage and housekeeping matters.
• Recommend changes to policies and procedures.
• Interface with Officials, Diplomats and other guests.