About The Role
Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed.
What You'll Need
- Any 4 year degree program. Minimum 2 year Vocational or diploma
- University Degree is a plus
- Minimum 2 years experience as Executive Housekeeper with progressive rise within the department.
- Leadership, chemical knowledge and usage as well as knowledge in use of all housekeeping equipment.
- Knowledge of Housekeeping standards, policies, procedures, and best practices.
- Knowledge of Microsoft Office programs including Word, Excel, Powerpoint and GSuite
- Ability to communicate clearly and concisely verbally and in writing to convey information effectively.
- Ability to determine supply and demand.
- Ability to adapt to constantly changing situations and personalities ensuring quality service to all guests.
- Ability to establish and maintain effective professional, courteous, constructive relationships with guests, staff and management team.
- Ability to work varying schedules to reflect business needs of the hotel, including evenings, weekends and holidays and maintain availability via cell phone.
- Ability to successfully hire, train and motivate staff.
What You'll Do
Managing Housekeeping Operations and Budgets
- Verifies guest room status is communicated to the Front Desk in a timely and efficient manner.
- Inspects guestrooms on a daily basis.
- Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
- Inventories stock to verify adequate supplies.
- Supports and supervises an effective inspection program for all guestrooms and public space.
- Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals. Educates staff on details as appropriate
- Verifies all employees have proper supplies, equipment and uniforms.
- Communicates areas that need attention to staff and follows up to verify understanding.
- Supervises daily Housekeeping shift operations and verifies compliance with all housekeeping policies, standards and procedures.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
- Supervises the budgeting and ordering of guestroom and cleaning supplies.
- Understands the importance of departments operation on the overall property financial goals and educates staff on details as appropriate.
- Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
- Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
Conducting Human Resources Activities
- Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
- Establishes and maintains open, collaborative relationships with employees and verifies employees do the same with them.
- Schedules employees to business demands and for tracks employee time and attendance.
- Verifies employees understand expectations and parameters.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
- Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
- Observes service behaviors of employees and provides feedback to individuals.
- Verifies employee recognition is taking place on all shifts.
- Participates in an on-going employee recognition program.
- Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Participates in employee progressive discipline procedures.
- Celebrates successes and publicly recognizes the contributions of team members.
Ensuring Exceptional Customer Service
- Sets a positive example for guest relations.
- Understands the brand's service culture.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Empowers employees to provide excellent customer service.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Responds to and handles guest problems and complaints.
- Strives to improve service performance.
