Responsible for the daily shift operations of Housekeeping, Recreation/Health Club and, if applicable, Laundry
Directs and works with employees to verify property guestrooms, public space and employee areas are clean and well maintained Completes inspections and holds people accountable for corrective action Position assists in ensuring guest and employee satisfaction while maintaining the operating budget
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 2 years experience in the housekeeping or related professional area
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
CORE WORK ACTIVITIES
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 department s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals
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
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 brands service culture
Participates in the development and implementation of corrective action plans to improve guest satisfaction
Empowers employees to provide excellent customer service
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
Responds to and handles guest problems and complaints
Strives to improve service performance
