Hotel Head Of Housekeeping

Housekeeping Manager
Housekeeping

Property: Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.

The Housekeeping Manager 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.

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. Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.

Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.

Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) 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.

Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.

Develop employee morale and ensure training of Housekeeping personnel.

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 Highgate 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 Highgate Hotel procedures.

Monitor work orders and submit to Engineering according to hotel procedures. Conduct pre-shift meetings for room attendants and housemen.

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 SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.

Ensure implementation of all Highgate Hotel policies and house rules. Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.

Operate pagers and radios efficiently and professionally in communicating with hotel staff. Manage and organize large turn days (including group check-ins or check-outs).

Monitor out-of-service, discrepant and show rooms.

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.

Review Housekeeping log book and Guest Request log on a daily basis.

Use the telephone and computer system for reporting and verifying room status.

Ensure completion of regular maintenance and cleaning projects on a biannual basis.

At least 2 years of progressive experience in a hotel or a related field; Must be proficient in Windows, Company approved spreadsheets and word processing.

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.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, including wearing nametags.

Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.

Must be able to understand and evaluate complex information, data, etc. J-18808-Ljbffr Highgate Hotels, LP