Housekeeping Coordinator

About the Role

The Housekeeping Coordinator supports the daily running of the housekeeping office, which acts as the control centre for the department. The role also serves as a reliable source of updated information for Front Office and other resort departments.

About the Employer

One&Only is focused on creating memorable guest experiences through anticipation, creativity, precision, empathy, and warmth. The brand aims to design every part of a stay so that guest wishes are understood and delivered with care. One&Only Royal Mirage, located in the lively centre of New Dubai, is set among private beaches and landscaped gardens and offers a blend of traditional elegance, comfort, and excitement.

Key Responsibilities

• Review incoming emails and pass relevant work details to the Housekeeping Team Leader, Housekeeping Manager, or Director of Housekeeping.
• Assign rooms and ensure departure times, arrival times, and any special requests are clearly marked for attendants and team leaders.
• Receive housekeeping calls, note messages accurately, and deliver them without delay.
• Keep precise records of out-of-order rooms, VIP rooms, long-stay rooms, expected arrivals and departures, as well as function and group rooms.
• Respond to guest complaints according to procedure and update the Director of Housekeeping, Housekeeping Manager, and/or Team Leaders so they are aware of the resolution.
• Record and communicate guest special requests promptly and make sure they are handled quickly.
• Follow resort key-control procedures and maintain accurate usage records.
• Prepare daily room-attendant work assignments and maintain the records needed for daily control.
• Compile the daily coordinator forecast.
• Log maintenance issues reported by attendants, supervisors, and housemen, and follow up until the work is completed before guest arrival when required.
• Maintain a filing system that is orderly and current.
• Keep housekeeping office areas clean and tidy at all times.
• Update housekeeping noticeboards whenever needed.
• Arrange babysitting requests and ensure both the guest and the sitter understand and confirm the arrangement.
• Maintain thorough knowledge of hotel services, facility hours, room layouts, bed types, décor, amenities, and laundry/dry-cleaning services.
• Follow all hotel and departmental policies and procedures without exception.
• Use office equipment, computers, and manual systems correctly and confidently.
• Access required computer functions according to specifications.
• Set up the workstation with the necessary supplies and reference materials and keep it clean throughout the shift.
• Prepare supply requisitions, submit them to the manager, and restock office supplies when received.
• Print scheduled reports and distribute them to the right people.
• Update room-status reports in line with departmental procedures.
• Contact the team leader to resolve room discrepancies.
• Track rooms that are out of order and update their status accordingly.
• Create maintenance work orders, send them to Engineering, and monitor completion.
• Relay departmental and guest needs to housekeeping personnel through the beeper system.
• Answer housekeeping phone calls within three rings using proper greetings and telephone etiquette.
• Record guest requests for housekeeping items or services, assign them to the appropriate team or department, and follow up on satisfaction.
• Issue housekeeping items to attendants for guest-room delivery and track their return.
• Document, secure, and organize lost-and-found items, handle guest enquiries, and arrange returns in line with hotel policy.
• Maintain filing procedures and distribute departmental mail.
• Type assigned correspondence and reports.
• Keep an accurate and secure record of guest-room keys issued to housekeeping staff.
• Prepare employee daily and weekly payroll records and submit them to the manager.
• Handle guest issues using immediate pacification steps to support satisfaction.
• Build positive working relationships with guests and colleagues.
• Record important updates in the department logbook.
• Review incomplete tasks and any follow-up actions with the manager before ending the shift.

Skills and Experience Required

• Strong verbal and written English communication with correct grammar.
• Clear, legible written communication.
• Basic numerical and mathematical ability.
• Comfortable using computers and common software such as Word, Excel, and PowerPoint.
• Experience preparing statistical reports.
• Prior guest-relations training.
• Previous experience in hospitality, ideally within housekeeping.
• Ability to enter and retrieve data in computer systems.
• Professional telephone manner and guest-handling skills.
• Calm, steady judgement under pressure.
• Attention to detail, strong organisation, and good follow-up discipline.

Education

A high school diploma or equivalent is required. Hospitality-related education is preferred.

Additional Information

This position is part of a growing brand that is investing heavily in company expansion and employee development. The workplace culture values warmth, intuition, generosity, and spontaneity, with a strong focus on creating exceptional experiences and lasting memories for guests.