Director of Housekeeping

Job Description

Job Description

The Director of Housekeeping is responsible for the supervision and control of cleaning and servicing all guestrooms, restaurant, function and public spaces in the hotels and Entrepreneur Row.  The job duties are critical in the effective supervision of the hotel, as cleanliness is of the highest priority in the hospitality industry.  Leadership, problem solving and decisiveness are critical for success.

Responsibilities

• Ensure that all guest rooms, function and public rooms are serviced and cleaned daily.
• Ensure an adequate supply of clean linen in a good state of repair.
• Ensure that rooms are checked regularly for repairs and refurbishing and that appropriate maintenance is complete.
• Ensure that staff are coached and trained to perform their duties effectively.
• Ensure that attendance slips are completed daily and in accordance with policies.
• Ensure that adequate supplies of cleaning materials and tools are available.
• Ensure that staff areas are kept clean and in a good state of repair.

• Verify that guest room status is communicated to the Front Desk in a timely and efficient manner prior to 3pm daily.
• Inspect guestrooms on a daily basis.
• Coordinate the daily cleaning assignment for the room attendants.
• Maintain close communication and interaction with Engineering department and report all maintenance issues.
• Monitor inventory to ensure adequate supplies.  Produce monthly report. 
• Support and supervise an effective inspection program for all guestrooms and public spaces
• Understand the impact of department’s operations on the overall property financial goals and objectives.
• Verify all Ambassadors have proper supplies, equipment and are in an impeccable uniform daily.  Ensure the current and correct uniform is worn for the season. 
• Supervise daily Housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures, communicates areas that need attention to staff and follows up to ensure understanding.
• Participate in departmental meetings and continually communicate a clear and consistent message regarding the departmental goals to produce desired results. Use all available training tools to train staff and provide follow-up training as necessary.
• Establish and maintain open, collaborative relationships with Ambassadors and ensure Ambassadors do the same.
• Schedule Ambassadors to business demands and tracking time and attendance
• Verify Ambassadors understand expectations and parameters, administer policies fairly and consistently; disciplinary procedures and documentation are completed accordingly within 48 hours. 
• Review staff hours daily to ensure all punches are complete and monitor approaching overtime
• Supervise staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Observe service behaviors of Ambassador and provide feedback to them
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Empower Ambassadors to provide excellent customer service, emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Respond to and handle guest problems and complaints and strive to improve service performance
• Undertake and complete any special projects, tasks or other reasonable request by General Manager and be available for emergency call out
• Conduct weekly room inspections with the General Manger.
• Conduct evaluations of the team monthly in a timely manner
• Live the Vibe Card daily and inspire team to do the same
• Coordinate set up, maintenance, tear down and cleaning of all meeting rooms / public spaces for events.  Ensure rooms are cleaned and reset after event. 
• Have quarterly Ambassador meetings with entire team
• Attend scheduled meetings and Ambassador functions
• Publish schedule by Fridays
• Schedule and clean all storage areas.  Conduct monthly inspection of areas.
• Approve all expenses and bills with 24 hours. 
• Maintain a 3 par level for all linens to ensure guest satisfaction
• Lead by example and adhere to policies and standards and ensure department staff adheres as well.

Preferred Knowledge / Qualifications:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• High School Diploma or equivalent required
• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
• 5 Years in a housekeeping hotel management position
• Excellent surveillance and observation skills
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other Ambassadors and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Communicate effectively, both verbally and in writing, to provide clear direction to the teams.
• Communicate with Ambassadors using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations serving as a role model for team and other Ambassadors.  Interact with other department staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Note:

The hospitality business functions seven days a week.

Upon employment, all Ambassadors are required to fully comply with IH rules and regulations for the safe and efficient operation of the facilities.  Ambassadors who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Ambassadors with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the nature of the hospitality industry, Ambassadors may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

This document reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.