Facilities Manager - Protea Hotel by… at Marriott… · Cape Town

JOB SUMMARY

DUTIES:

The Maintenance Manager is responsible for all Maintenance STAFF and the standards of service in the various maintenance areas. He / She is required to support the Facilities Manager with all aspects of the daily maintenance operation. He / She is familiar with and applies the minimum GUEST Service Standards laid down within his/ her area of work and responsibility.

JOB SPECIFICATION:

Literacy: Must be fully literate and able to read and interpret policies, procedures and communications.

Numeracy: Must be fully numerate to be able to perform relative calculations. Must be computer literate.

Language: English for the purposes of communicating with GUESTS and management.

Physical: Must be able to maintain physical stamina to personally manage areas of responsibility.

Formal Training/ Education: Matric, Artisans Qualification beneficial

Competency: The employee is able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the Key Result Areas of the position. The employee is able to display management skills in the interpretation of Hotel policy, business objectives, the application of resources and overall management of STAFF and standards.

Time Keeping: The employee is to keep good time and be prompt at all timesManages all maintenance operations, including maintaining the building, grounds and physical plant with particular attention towards safety, security and asset protection. Accountable for managing the budget, capital expenditure projects, preventative maintenance and energy conservation. Responsible for maintaining regulatory requirements. Leads the emergency response team for all facility issues.

GUEST SERVICE STANDARDS DESCRIPTION JOB DESCRIPTION AND KEY PERFORMANCE AREAS DUTIES,

RESPONSIBILITIES AND PERFORMANCE STANDARDS

Maintenance Portfolio The requirements of this key result area will have been satisfactorily performed when:-

The minimum GUEST Service Standards for the maintenance departments are communicated and implemented.

Service STAFF are appraised against the required Service Standards and the necessary training is scheduled to ensure Service Standards are met and consistently maintained.

Manage and control over the maintenance department STAFF is maintained ensuring that service is prompt, professional and courteous at all times, bearing in mind the comfort and well-being of GUESTS.

Quality of work is monitored and liaison maintained with Facilities Manager on maintenance service standards.

All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures.

Administration and Stock/ Equipment Procurement and Control The requirements of this key result area will have been satisfactorily performed when:-

All stocks and supplies are timeously ordered, correct stock levels maintained and stored under optimum conditions

Stock is taken of all operating equipment at specified intervals and required records are maintained. Standard maintenance stocks are controlled through the correct handling, storage and stock counts of such stocks, in order to minimise loss through waste, theft and breakage.

Control is maintained to ensure operating equipment and Tools are used properly and not abused e.g. screwdrivers used as chisels. Operating Equipment is regularly inspected for damage and is repaired and / or replaced accordingly.

All work is carried out in an organised and efficient manner taking into account work priorities and laid down procedures .

All stock requisitions and Job Cards are signed off by the Maintenance Manager

Staff Development and Supervision The requirements of this key result area will have been satisfactorily performed when:-

Duty rosters of STAFF are prepared to ensure correct manning levels and even distribution of work.

Effective communication is maintained by attending bi-weekly departmental meetings and daily hand over meetings and holding STAFF meetings bi-weekly to impart information.

Regular feedback and performance appraisals are conducted with all Maintenance STAFF, identifying areas for development and training needs.

Regular on-the-job training is carried out with all Maintenance STAFF to ensure that they perform their duties correctly to Hotel GUEST service standards and that all identified training needs are scheduled and actioned.

Fair and equitable discipline is maintained in accordance with the Hotel's Disciplinary Procedure. The action and causes of STAFF grievances are investigated and handled in terms of the Hotel's Grievance procedure.

Interpersonal Relationships The requirements of this key result area will have been satisfactorily performed when:-

Subordinates and other members of STAFF are dealt with in a polite and helpful manner at all times.

Essential information required by the organisation is accurately communicated to the appropriate personnel and any differences of opinion with other members of STAFF are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict

The Departmental Manager is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from the respective Manager when necessary.

Instructions from Management are treated constructively and acted upon.

General and other Duties

The above GUEST Service Standards Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. This GUEST Service Standards Description may be subject to review from time to time. The Maintenance Manager will be required to perform similar such duties or tasks in any area of the Hotel as may be designated by Management from time to time. The Maintenance Manager will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills. The Maintenance Manager will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the Hotel's requirements and do not detract from the desired image of the Hotel. The Maintenance Manager will, at all times, be required to render the highest level of courtesy and service to Hotel GUESTS even where such service may fall beyond the his/her main duties or scope of this position. Signed in acceptance and acknowledgement of my acceptance of the required performance standards, duties and responsibilities of this position.

GUEST Satisfaction

GUESTS are greeted in a polite and friendly manner.

GUEST needs and requirements are anticipated and acted upon as soon as possible and GUEST enquiries and requests are dealt with promptly and efficiently. Requests outside area of authority are referred immediately to an appropriate person and requests are followed through to ensure GUEST satisfaction. Page 4 PROTEA HOTELS 2004

Dissatisfied GUESTS are acknowledged immediately and attended to without delay. The GUEST is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory action is taken