Assistant Director of Housekeeping

The Assistant Director of Housekeeping is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.
Responsibilities

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Housekeeping personnel according to The Mark Hotel SOP's.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to The Mark Hotel standards.
• Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Assist in conducting monthly guest supplies and cleaning supplies inventories.
• Ensure that large guestroom turns are managed efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to The Mark Hotel SOP's.
• Develop employee morale and ensure the training of Housekeeping personnel.
• Inspect rooms daily, and ensure that some rooms are inspected with Managers on a daily basis.
• Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
• Ensure that public areas, guest rooms, and back-of-house areas are cleaned to The Mark Hotel standards.
• Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
• Ensure guest privacy and security through correctly following The Mark Hotel procedures.
• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
• Conduct pre-shift meetings for room attendants and housemen.
• Balance and clear room status daily.
• Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist in preparing employee Schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure sign off of all Service Standards by Position competencies for the Housekeeping staff.
• Manage and organize large turn days (including group check-ins or check-outs).
• Monitor out-of-order, out-of-service, discrepant and showrooms.
• Must maintain constant communication with Guest Services.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain key control system for house keys.
• Monitor all V.I.P.'s, special guests and requests.
• Use the telephone and computer system for reporting and verifying room status.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Ensure overall guest satisfaction.

• At least 3 years of progressive experience as an Assistant Director of Housekeeping or a related field; or a 4-year college degree; or a 2-year college degree
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up-to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and training.
• Maintain regular attendance in compliance with The Mark Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with The Mark Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain the confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.