Job description : Purpose
Supervises and develops cleaning and laundry teams to comply with high standards of quality service provision. Responsible for ensuring scope of work is fulfilled, maintaining Camp facilities in clean and sanitary conditions at all times.
Consistently operates in accordance with the vision, spirit, ethics, standards and professionalism of Camps Services Management and represents the Company in a positive way in front of Clients.
Assists developing the Camp operations to deliver a cohesive, high quality service. Assists managing and supporting the scope of work related to housekeeping and laundry services, staff training, budgeting and cost control, assets inventory control, camp facilities maintenance services requirements reporting and follow up and, camp improvements support.
Shares the responsibility for the supervision and developing of the Housekeeping & Laundry Teams in order to provide high quality service delivery, client satisfaction, as well as, collection and compilation of data for reporting purposes.
Assists gathering accurate and timely reports to be provided to Management. Assists ensuring an efficient and smooth operation and aims to produce outstanding feedback and residents’ / visitors satisfaction.
Responds in a professional and courteous manner to residents / visitors by providing accurate and timely information and services.
Shares responsibility for coordinating briefings / meetings with his / her Team on a daily basis or, as needed, to increase the communication, come up with action plans and, continuously improve the services delivery.
Camp Services Foreman will report directly to the HK & General Services Assistant Supervisor and, the most Senior Foreman will assume his / her role for the Camp when he / she is offsite for rotation or other leaves, keeping him / her in the loop of all matters.
Key Accountabilities and Challenges
1. LEADERSHIP & STAFF MANAGEMENT
Supports the leading and developing of an effective and efficient operation in line with Mine Site strategies and key performance indicators within the Camps Services Management areas.
Leads the HK & Laundry Departments to ensure the scope of work is adhered to, as well as, coordinates day to day operations.
Delegates responsibilities and sets realistic objectives to his / her Helpers together with the HK & General Services Assistant and Supervisor.
Organizes the work load efficiently and effectively and reviews action plans and schedules, as often as, required.
Performs cleaning duties in cases of emergency or staff shortage.
Executes in conjunction with the HK & General Services Supervisor and Assistant unbiased employee performance appraisals and reviews based on job description to determine competency, knowledge and contribution to the continuous improvement of the operation, as well as, development needs.
Addresses any behaviour and / or performance issues with his / her Supervisor to be dealt with the support of Human Resources Department, using progressive disciplinary actions and improvement plans as appropriate.
Ensures consistent scheduling and follow up on staff training and maintains accurate records from each employee.
Guarantees plans and schedules are prepared and updated accordingly to ensure cleanliness of all areas of responsibility within the Camps, including camp perimeters and Mine / Port operational areas, are followed.
Assists with planning and implementing improvements and expansions within the Camps Services Management areas.
Upkeeps the morale of the his / her Team and motivates them to pride themselves on their daily performance.
Supports the training, work direction, resolution of issues, coaching and counselling the Team to ensure an efficient and effective operation, tight teamwork and adequate communication between all team members.
Ensures confidentiality, organized, meticulous and a flexible approach to working hours and operational requirements.
Supports the maintenance of housekeeping and laundry costs in accordance with identified guidelines and targets.
Ensures staff are wearing clean and presentable, prescribed company uniforms and follow established protocols.
Identifies a person responsible to support tasks and responsibilities in the event of being unavailable or, on rotation leave.
2. TRAINING & MEETINGS :
Participates in weekly staff meetings with the HK & General Services Supervisor and Assistant.
Maintains staff meetings with his / her General Helpers Team and ensures attendance records are kept.
Ensures Housekeeping and Laundry Departments perform daily toolbox talks at the start of each shift and that attendance records are properly filed for future reference and auditing purposes.
Updates skills and knowledge to ensure staff are trained in the industry’s most current best practices.
Works in collaboration with the HK & General Services Supervisor and Assistant in the training and mentoring of personnel in all aspects of Camps Services Management, man-management skills, customer services attitude, etc.
3. CLIENT / CUSTOMER RELATIONS :
Acts as the point of contact person for the Client’s issues and concerns related to housekeeping and laundry services.
Communicates directly with the HK & General Services Assistant Supervisor and / or Supervisor for all daily concerns and needed support.
Maintains good customer relations and resolves, follows up on any complaints and concerns in a timely manner.
Assists monitoring and analysing Customer Survey Feedback on a monthly basis, implementing corrective actions where necessary and, promotes initiatives to continuously improve the quality of the services delivered.
Works in close collaboration with the HK & General Services Supervisor and Assistant to produce action plans and innovative strategies to maintain high levels of performance, services and customer’s satisfaction.
4. COMPLIANCE & QHSE :
Ensures that all internal systems are being used effectively in accordance with Company’s standards and procedures.
Makes sure effective participation by Staff in the implementation of QA and HSE policies and procedures is met.
Complies with Company’s and legal standards in regards to but, not limited to safety, hygiene and environment.
Takes corrective actions immediately should a non-conformance surface.
Follows up in any incident / accident report, supporting the root cause investigation, required changes in procedures where necessary to prevent re-occurrences and ensures staff is re-trained.
Assists in and supports the developing of job hazard analysis worksheets ensuring staff are trained and aware of all the risks involved in their functions and adhere to all safety precautions.
Makes sure risk assessments and job hazards analysis are carried out and documented.
Guarantees staff is aware of what type of PPE shall use for each task and knows how to use it and take it off correctly.
Ensures all standard operating procedures and forms being used on Site are the most current and up to date versions and that are filled and maintained in a tidy, professional manner and easily available for auditing purposes.
Ensures chemicals technical data sheets and MSDS are available in all chemical rooms and staff is aware of them and know how to read and, when and how to use them properly.
Responsible for requesting, preparing the dilutions and distributing cleaning supplies to his / her staff and to train them in these tasks.
Ensures staff is made aware of their roles in the event of an emergency situation.
Guarantees all Health Cards are up to date and maintains soft and hard copies for quick reference.
Escorts and cooperates with the QA / HSE Team during all audits and inspections around the camp facilities.
Conducts orientations, inspections, internal audits in his / her areas of responsibility to ensure all areas are being serviced and kept adequately.
5. REPORTING :
Supports the HK & General Services Supervisor and Assistant to ensure all necessary reports are submitted on time to the Camps Services Management.
Prepares hand-over / take-over report (HOTO Report) before leaving for rotation.
Assigns shifts and prepares time-sheets, overtime records when necessary with proper justification and, performs rooms occupancy reports based on physical verification and, any other administrative tasks related to his / her areas of responsibility.
Examines buildings / rooms / areas of responsibility, to determine need for repairs or replacement of furniture or equipment, and reports to Supervision.
Delivers on time the necessary reports including chemicals / materials / equipment inventories and general end of month report about all HK & Laundry operations.
Monitors and keeps up to date the use and inventory of all housekeeping and laundry materials and equipment, as well as, PPE, maintaining minimum stock levels for reordering and ensures evidenced justification for reordering is provided.
Assists gathering data and tracking monthly Client Data Surveys to review key performance indicators and continuously research initiatives to improve the service delivery and excel in customer satisfaction.
6. OTHERS :
Attendance may be required outside normal working hours to deal with emergency situations, faults with camp facilities and / or utility systems and / or, specialist critical systems.
May have to perform similar functions to the position and be back to back from his / her peers and / or head of Departments when necessary.
Implements FQM Way culture within the Reception Team - "Bolder, Smarter, Driven, Together."
Skills, Knowledge & Experience
Technician in Tourism and Hotel Business Administration or related careers or proven experience in lieu of it.
Basic to Intermediate proficiency in MS Office suite : Word, Excel, PowerPoint.
Knowledge from hotel / camp facilities management in regards to front desk services, customer service, housekeeping, laundry, maintenance and administration services.
Communication : Strong communication both oral and written and interpersonal skills. It is expected that briefings and meetings are scheduled within his / her Team on a day / weekly basis.
Ability to prepare reports that are clear, concise and meaningful. Ability to maintain effective relationships with outside colleagues and other contacts, including VIPs, visitors and services providers, as well as, clients in general.
Professionalism : Maintains positive, effective and respectful working relationships with co-workers, supervisors and managers within and across department boundaries.
Upholds and displays high standards of professionalism, integrity, honesty, attendance, punctuality and personal appearance.
Ability to maintain self-discipline within a stressful environment. Ability to work in a multi-cultural environment. Proven ability to plan, organize work, requiring an in-depth understanding of the operation.
Takes ownership of all responsibilities and honours commitments. Delivers outputs for which has responsibility within the prescribed time and quality standard.
Operates in compliance with organizational regulations and rules; supports staff members, provides oversight and takes responsibility for delegated assignments.
Takes personal responsibility for her / his own shortcomings and those of the team where applicable.
Teamwork : Excellent interpersonal skills. Demonstrated ability to work in a multicultural environment and to maintain effective working relations with people from a different national background.
Proven ability to lead and gain assistance from others in a team endeavour.
Judgement / Decision Making : Mature judgement and initiative, imagination and resourcefulness, energy and tact. Proven ability to provide strategic direction, to plan and establish priorities and, to ensure an effective work structure to maximize productivity and achieve goals.
Leadership : Proven ability to lead and gain assistance from others in a team endeavour. Technical skills and ability to delegate appropriately responsibility, accountability and decision-making authority.
Client Orientation : Considers all those to whom services are provided to be clients and seeks to see things from clients’ point of view.
Meets timeline for delivery of products or services.
Building trust : Reputation for dealing honestly and openly with issues and staff. Recognized and highly respected by peers, clients and staff.
Vision : Ability to identify key strategic issues, opportunities and risks; clearly communicate links between the Company’s strategy and the Housekeeping and Laundry Department’s objectives.
Managing Performance : Capacity to motivate staff and encourage good performance, to co-ordinate and monitor the work of others, including the ability to develop and evaluate staff for design training / skills enhancement initiatives to ensure effective transfer knowledge / skills.
Previous experience in similar positions in housekeeping / laundry services in hotels / camps management services in an asset.
Fluency in Spanish is required and proficiency in English highly regarded. A willingness to undertake language training desirable.
Strong capabilities for planning, organizing, leadership, people management, team building skills and communication.
Demonstrated flexibility, patience and responsiveness to schedule changes and requests from Clients.
Model responsible work habits and, effective stewardship.
Excellent time management skills; able to manage conflicting priorities, effectively plan work and meet deadlines in a highly demand environment.
A team player with a firm but fair approach to all situations.
Self-motivated with strong initiative.
Excellent customer service skills with a strong customer focus.
Calm under pressure with a mature outlook.
Analytical thinker with numeracy skills and ability to capture and maintain data.
Ability to implement and maintain a paper-trail and filing system for internal auditing purposes.
Ability to understand and be familiar with general work flow processes, procedures and systems.
Able to deal with emergency situations in accordance with Company’s policies and procedures.
Able to develop team commitment and co-operation, encouraging and promoting team performance.
Leads by example with excellent leadership qualities, influential and a proficient decision making.
Strength in cultural adaptability and work under pressure with tight timelines.
Cobre Panama is a remote site and the position is offered as Residential.
Safety and Environment
Participate and contribute to safe practices and environmental awareness.
Ensure all Safety and Environmental incidents are addressed & reported promptly.
Safeguards at all times the health, hygiene, safety and environment for all Department members and him / herself and his / her Clients.