Uniform and Linen Attendant

Job Summary

Under the general guidance and supervision of the Director of Wink Experience and Area Operations Manager, and with the limits established Wink management office, hotel SOPs, policies and procedures, Uniform and Linen Attendant is responsible for demonstrating uniform service delivery and providing a constant supply of clean linens for the entire hotel with personalized care and attention in accordance to the company’s established Wink Hotels standards.

Uniform and Linen Attendant also needs to provide cross functional support to other BOH teams and reports directly to Assistant MIS Manager.

Personality & Ethos

• Clear, confident in all means of communications

• Self-motivated, proactive, and takes initiative

• Demonstrates self-esteem, self-management, integrity and honesty

• Passionate about customer service and serving others

• Hospitable and empathic listener

• Multi-tasker; manages time and prioritizes effectively

• Thoughtful, observant, creative in delivering guest satisfaction

• Process-oriented, detail-minded, organized

• Accountable, responsible, reliable

• Able to stay calm and positive under pressure

• Thrives in fast-paced, changing environment and shows agility

• Analytically minded, decisive, creative and thoughtful problem-solving

• Resilient to adversity, adaptable to change

• Embraces Vietnamese identity and builds loyalty for the future

• Embraces diverse cultures and being a team player

• Embraces and drives “Wink” personalization, brand and culture

Responsibilities

Guest Engagement

• Creating unique, customized, authentic guest experiences based on thoughtful observation and active listening though guests’ expressed and non-expressed preferences

• Collaborating with fellow departments to create unique, customized, authentic guest experiences based on available resources and teamwork

• Taking initiative and proactive approaches when handling guest preferences, requests and concerns

• Being readily available and approachable to all guests and provide warm, friendly, genuine services to guests

• Ensuring that functions achieve or exceed guests’ expectations

• Extending professionalism and courtesy to guests at all times and displaying the brand values of the company

• Coaching, motivating, encouraging and empowering team to take initiative and be proactive to handle customer preferences, requests and concerns

Team Engagement

• Learning and understanding all goals and results of the HSKP, Public Area, Uniform and Linen functions

• Promoting teamwork and morale among all departments and members at all levels and functions

• Performing by example while demonstrating self-confidence, energy, enthusiasm and humility

• Encouraging that the team actively and willingly participates in job-related activities including daily briefings, weekly meetings, on-going and regular hard skill and soft skill training workshops, cross-training programs, and other engagements as required

• Encouraging that the team participates in industry and guest-related activities including networking events, self-sought education programs, acting as guide outside of the hotel function, and other innovative engagements

• Proactively collaborate with other BOH teams for full support and taking action as required

Financial

• Ensuring compliance with all corporate accounting procedures

• Maximizing team’s productivity through arranging the roster based on hotel business demands

• Working closely with line manager to understand revenue and performance results

• Provide insightful and relevant cost-saving suggestions on a regular basis

Essential Job Functions

• Follow strictly the implementation of standard operating procedure and all policies and procedures related to the department

• Ensuring all guest requests and complaints are handled appropriately adhering to the hotel’s general guidelines for service recovery

• Being knowledgeable about the hotel, especially the facilities and services and local areas in order to provide an overall guidance to the guest, in and around the hotel and city, make recommendations tailored around the wishes of the guest

• Assisting hands on in the operation during peak periods as required

• Be responsible for maintaining a consistent supply of clean linens and towels for the hotel operations

• Maintaining an organized, clean and sanitary laundry room

• Sorting, washing, drying, pressing, and folding clothing and other textile items according to established SOPs

• Removing stains from items using the appropriate procedures and chemicals

• Separating items according to class, fabric and color

• Performing uniform adjustments based on requirements and sewing duties

• Tracking which items belong to whom

• Keeping an updated inventory of laundry detergents and sewing kits

• Working closely with Engineering department to keep track on the list of maintenance and repair for laundering equipment

• Ensuring that the facility remains clean at all time

• Keeping sufficient tokens or change for the washing and drying machines, if required

• Loading all laundry into washer and add specified cleaning agents

• Maintaining inventory of all cleaning supplies and communicate needs to Assistant MIS Manager

• Performing additional laundry services when necessary

Collaboration with other functions

• Assistant PA and HSKP team to so cleaning all designated list of room and public areas in accordance with established procedures

Other Responsibilities

• Understanding, continuing update and compliance of the relevant policies, procedures and service delivery standards of this position

• Understanding, continuing update and compliance of human resources policies, procedures and code of discipline; while promoting management, team and cross department support, leadership, professionalism and good relations

• Performing other related duties and functions assigned by the Assistant MIS Manager

Full contribution for SI, HI, UI

Service charge

Annual leave

• Above 1 years’ experience in hotel housekeeping operations in dynamic hotels

• High school graduate, professional housekeeping training certificate a plus

• Basic written and verbal communication skills (verbal, written and comprehension) in both Vietnamese and English

• Be knowledgeable of cleaning materials and operating equipment

• Ability to easily connect and provide a warm (first) contact for our guests, continuously making it personal at every interaction

• Ability to provide on the job training

• Ability to think critically, offer solutions, anticipate problems and provide action plan formulation; provide high level of attention to detail

• Ability to work across all hotel sectors and departments at a basic level to best understanding role in BOH management and departmental collaboration

• Be familiar with Microsoft Office applications, Hotel operations systems and POS