Rooms Manager in Training

Rooms Manager in Training Location One Newbury Street, Boston, MA – The Newbury Boston hotel Overview The Manager‑in‑Training will be exposed to the various Rooms Division operations and will be responsible for ensuring the operations of the Rooms Division are performed 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 Highgate Hotel SOPs. Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel. Ensure staff compliance to Forbes 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.). Ensure that large guestroom turns are managed efficiently. Ensure consistency with departmental opening and closing procedures. Carry a Vocera at all times. Prepare and conduct departmental interviews as required and follow hiring procedures according to Highgate Hotel SOPs. Develop employee morale and ensure training of Housekeeping personnel. Inspect rooms daily, and ensure that follow up on deficiencies is addressed in a timely basis. Assist the Housekeeping Department in inspecting guest rooms. Ensure that public areas, guest rooms and back‑of‑house areas are cleaned to Highgate Hotel standards. Assist in maintaining required parts 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 Highgate 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. Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available. Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies. Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis. Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements. Maintain Highgate Hotel SOPs regarding Purchase Orders, vouchering of invoices and checkbook accounting. Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. Ensure sign‑off of all Service Standards by Position competencies for Housekeeping staff. Operate radios and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. Manage and organize large turn days (including group check‑ins or check‑outs). Monitor out‑of‑order, out‑of‑service, discrepant and show rooms. Must maintain constant communication with Front Office. Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc. Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards. Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards. Maintain key control system for house keys. Ensure participation within department for monthly Highgate Hotel team meeting. Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores. Monitor all V.I.P.'s, special guests and requests. Review Housekeeping log book and Guest Request log on a daily basis. Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. Use the telephone and computer system for reporting and verifying room status. Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned. 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 maximum guest satisfaction through personal recognition and prompt attention from pre‑arrival to departure. Have extensive knowledge of the product and services available. To ensure that all guests especially those of VIP status receive utmost attention and to maximize their satisfaction during their entire duration of stay. To ensure that all arriving and departing VIP's and regular guests are greeted and that introductions are made. To give information and promote all in‑house facilities and promotions. To liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction. Review arrivals for the next ten days on a daily basis. To prepare and distribute daily the Daily VIP list to the necessary teams. To coordinate the complete preparation of all associated services for arriving VIP's, including, but not limited to, ensuring room is ready; amenities are in the room, etc. Arrange as many introductions with our VIPs as possible via phone calls, emails, text messages, or in person. Inspect the rooms for our highest tiers of VIPs. Deliver on the hotel's loyalty program. Update Guest profiles in Opera (PMS) with any preferences and observations. Deal with guest issues in an appropriate and a thorough manner from the initial complaint to the resolution. Log guest issues in Alice and Opera and communicate issues as appropriate. Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, night clubs, museums, theaters, sports venues, ticket agencies, etc. Be familiar with all the courier companies and their charges. Aid in the smooth operation of the car service, and to ensure that information is passed to airport representatives for all arriving and departing VIP's. Have an in depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in. Focus on the Customer. Seek to understand the guest and internal customer and meet the needs of both the customer and the Company. Attention to Details. Ensure that work is accurate, thorough and to the highest standards. Take Responsibility. Demonstrate personal ownership to tasks and follow through to get the required results. Apply Professional, Product or Technical Expertise. Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations. Foster Teamwork. Work well in a team environment and motivate teams to sustain exceptional levels of performance. Communicate effectively. Clarify and provide information so that coworkers, customers, and suppliers understand and can take action. Attend meetings as required. Ability to consistently "go the extra mile". Qualifications At least 5 years of progressive experience in a hotel or a related field; or a 4‑year college degree and 3 or more years of related experience. One year of Housekeeping Management experience in a luxury setting preferred. Must be proficient in Windows, Company approved spreadsheets and word processing. #J-18808-Ljbffr Highgate Hotels, LP