Responsible for the leadership and management of all functions of the Housekeeping department, in accordance with hotel standards while the Housekeeping Manager is off. Directs, implements, and maintains a service and management philosophy, which serves as a guide to respective staff.
REPORTS TO:
General Manager
KEY RELATIONSHIPS:
Internal: General Manager, Front Desk Staff, Housekeeping staff, Director of Sales, and Engineer.
External: Hotel Guests and Visitors, Suppliers, Owners and Corporate Offices.
QUALIFICATIONS:
High School graduate or equivalent vocational training.
1-year as a Housekeeping Supervisor.
Knowledge of Government labor regulations.
Ability to communicate in English with guests and hotel personnel to their understanding.
Ability to accurately compute mathematical calculations.
Ability to provide legible communication.
Computer literate.
REQUIRED SKILLS:
Ability to enforce hotel’s standards, policies, and procedures with hotel staff.
Ability to prioritize and organize work assignments, delegate responsibilities.
Ability to direct performance of departmental staff and follow up with corrections where needed.
Ability to promote positive work relationships with all departments.
Ability to ascertain hotel training needs and provide such training.
Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
Ability to focus attention of details
Ability to input and access information into computer.
Ability to remain calm and courteous with demanding/difficult employees and situations.
Ability to perform job functions to standards under pressure of tense/confrontational situations.
Ability to ensure security and confidentiality of employee and hotel information.
Ability to work without direct supervision.
Ability to work long hours, 6 days a week.
Previous guest relations training.
ESSENTIAL JOB FUNCTIONS:
Maintain complete knowledge at all times of:
All hotel features/services, hours of operations.
Daily house count and expected arrivals/departures.
Scheduled in-house and expected arrivals/departures.
All hotel and departmental policies and procedures.
Access housekeeping functions from the computer system.
Check office storage areas for proper supplies, organization, and cleanliness. Instruct house person to rectify any cleanliness/organization deficiencies.
Monitor and ensure that departmental areas are always kept clean and organized.
Review occupancy levels for following day and plan effective solutions to best handle these situations.
Ensure that staff reports to work as scheduled. Document any late or absent employees.
Assign work duties to staff. Call off housekeepers if needed. Communicate additions or changes to the assignments as they arise throughout the day.
Clean rooms if necessary.
Meet with Housekeepers in morning to review day’s work.
Inspect grooming and attire of staff; rectify any deficiencies.
Constantly monitor Housekeeping staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify and deficiencies with respective personnel.
Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures.
Monitor the staff’s interaction with guests and employees ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Help Housekeepers clean rooms if running behind quantity standards of 25 minutes per room.
Complete Sunday’s time on payroll timecards.
Handle all problems or concerns with Housekeepers at the time they occur, write up documentation and leave for Housekeeping Manager.
Plan and coordinate with Housekeeping Manager any incentive programs.
Maintain confidentiality and security of employee and hotel records. Any discussions among Housekeeping Manager, General Manager and/or Assistant Housekeeping Manager must remain confidential.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Personally, inspect all rooms on a daily basis and input in computer. All hotel rooms must be inspected daily.
Ensure that all rooms are cleaned on a timely basis each day. The Housekeeping Manager must approve any exceptions in advance.
Lead by example.
Ensure all rooms meet or exceed cleanliness standards. Send employees back who need to re-clean an area in a room.
Help achieve a rating in the Housekeeping areas of an A or outstanding during periodic Quality Assurance inspections.
Follow up on assignments and special projects given by the Housekeeping Manager in the time frame specified.
Rooms are not to be left down dirty unless there is no chance that we will fill. If leaving rooms down as dirty, you need to make sure that enough housekeepers are scheduled the following day.
NOTE:
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisors.
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