Executive Housekeeper/Housekeeping Manager

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• Vision insurance
• 401(k)
• Dental insurance
• Employee discounts
• Flexible schedule

Description:
The Executive Housekeeper is responsible for the overall cleanliness of the hotel including rooms and public areas. Major responsibilities include ensuring guests are satisfied with hotel cleanliness; responding to guests’ needs; ensuring safety and security of rooms; maintaining inventory and cost controls; selecting, training, maintaining and managing a motivated and skilled workforce. Establishes a friendly atmosphere of superior guest service and product quality and provides exemplary performance for staff to follow.

Essential Functions:
 
Guest Services  

• Maintains Guest Services as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding promptly to guests’ needs with an interest and concern in satisfying every guest.
• Is committed to making every guest 100 percent satisfied. 
• Develops added-value customer service programs regarding housekeeping services.
• Communicates to guests about hotel promotions, local attractions and points of interest.
• Assists the General Manager in resolving guest complaints concerning the Housekeeping Department.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures proper delivery of guests’ special requests.

Housekeeping Operations  

• Directly supervises the activities of the Housekeeping Department. Conducts annual reviews for all Housekeeping associates.
• Maintains Courtyard by Marriott cleanliness standards for both guest rooms and public areas and inspects them to ensure that standards are met.
• Trains staff in all aspects of housekeeping including guest services.
• Administers guest satisfaction inspection procedures and reports. Informs staff of current GSS scores to ensure that they are aware of hotel expectations.
• Maintains lost and found collection for the hotel. Handles all guest concerns pertaining to lost items in a timely manner. Coordinates information with the Front Desk as needed.
• Plans work schedules and room assignments with minimum disruption to guest.
• Inspects property with General Manager and Chief Engineer on a weekly basis.
• Orders all hotel supplies pertaining to guestrooms; i.e. linens, guest supplies, soap, toiletries, stationary, laundry soap, etc.
• Maintains physical product standards by managing deep cleaning programs and by scheduling ongoing cleaning activities.
• Profit Management & Budget Administration
• Implements plans and action steps to meet or exceed budgeted profit margin for the hotel.
• Assists in annual budget preparation pertaining to the Housekeeping Department.
• Accurately forecasts revenues and expenses. Utilizes forecasting in planning, staffing, and cost control.
• Assists the General Manager in anticipating revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow.
• Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements (scheduling to prevent overtime and unnecessary hours), and operating costs. Identifies and implements cost reduction measures without detracting from service and operational quality.
• Identifies major revenue and expense opportunities and possible problems.
• Orders and buys cleaning supplies, linens and chemicals at the best prices.
• Maintains inventory of supplies and ensures that the staff follows proper inventory/cost control procedures.
• Assists the General Manager in evaluating projects for inclusion in the capital budget.
• Protects the interest of the hotel during capital projects. 

Training, Development, and Human Resource Management

• Ensures hotel staff, including all new-hires, know and understand all components of the CYRB Refreshing Service Model, and are trained to meet service standards.
• Assists the General Manager in managing all human resources functions including recruiting, selecting, orientation, training, performance planning and evaluation and pay/reward programs to maintain a skilled, qualified workforce.
• Empowers hotel staff to deliver great guest service by encouraging and rewarding responsive guest assistance, and appropriate guest service behaviors. Provides clear, objective and timely feedback to employees regarding their performance.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes training and development as a way of doing business to empower employees to provide excellent guest service. Monitors and maintains acceptable turnover levels.
• Accurately uses hourly employee disciplinary procedures and documentation. Follows positive disciplinary steps (as outlined in Employee Manual) up to and including employee termination.
• Ensures that all employees are trained to act according to procedures in the event of an emergency or accident at the hotel.
• Ensures personnel files are accurate and comply with local and federal regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely way.
• Ensures housekeepers know responsibilities and manage against those responsibilities.
• Ensures that employees know hotel objectives.
• Ensures employees know policies, pay procedures, and benefits.
• Helps to develop management talent by acting as a mentor for employees.
• Ensures training documentation for Marriott BSA inspector is properly maintained.

Safety and Security  

• Understands and implements “Right to Know” laws which apply to housekeeping supplies and chemicals. Knows local health and safety codes and regulations that apply to the hotel.
• Assists the General Manager in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.) and security problems (locking doors after hours, etc.)
• Understands, follows, and assists with policies and procedures for the hotel’s key control system.
• Works all scheduled Manager on Duty shifts for the hotel, and completes tasks/duties associated with the M.O.D. program.

General Duties and Expectations

• Manages time effectively to accomplish all desired tasks, duties, and action plans. Is punctual for all shifts and meetings.
• Maintains a professional appearance and demeanor in all situations dealing with fellow employees, guests, and clients.
• Delegates responsibilities appropriately and effectively to department personnel.
• Helps to maintain an organized working environment. Assists in keeping all areas of the hotel clean.
• Works a minimum of 45 hours per week.
• Attends all required staff and managerial meetings.
• Passes a background and driving background check.
• Able and willing to cover all Housekeeping shifts in time of need including overnight houseman shifts.

Note: Per the Americans with Disabilities Act, essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation .
 
Develops and implements strategies for achieving department goals; manages the day-to-day operations of the Housekeeping Department; Ensures that guestrooms are clean, restocked and straightened; regularly inspects guestrooms; determines appropriate staffing levels based on occupancy and schedules associates accordingly; trains associates in proper work procedures, safety, and customer service; tracks the inventory, purchasing and disbursement of linens, cleaning and other supplies; may supervise the hotel laundry operations; coordinates room availability with the Front Office Manager; holds regular department meetings; maintains and communicates department goals; recruits and selects qualified candidates; communicates performance expectations and provides associates with on-going feedback; coaches and counsels associates to achieve work and personal objectives; fosters 100% guest satisfaction through standards encouraging genuine hospitality and exceeding guest expectations; listens to associates and guests; apologizes with empathy as appropriate and follows through when resolving guest concerns.


Minimum Qualifications

• At least 2 years in a supervisory or management position directly related to the above set of duties
• Able to collaborate effectively with subordinate staff and peer hotel managers
• Ability to communicate effectively in English
• Ability to work a variable work schedule
• Ability to sit or stand for extended periods of time
• Ability to use proper lifting techniques; can lift up to 50 pounds regularly and up to 75 pounds occasionally.
• Ability to use cleaning materials, supplies and equipment (vacuums, buffers, laundry equipment, etc.)