Hotel Head Of Housekeeping

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENCSE, ETC)

SUMMARY

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.

PROFESSIONAL EXPERIENCE

Preferably 3 years’ experience in customer service, hotel, administrative, human resources, legal, educational, training, or business related field

Preferably 1 year experience as housekeeper/room attendant in hotel environment

HOUSEKEEPING OPERATIONS

Maintain hotel’s 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 service.

Administers guest satisfaction inspection procedures and reports.

Maintains key control and lost-and found and ensures staff is trained to follow correct procedures for both.

Plans work schedules and room assignments with minimum disruption to guests.

Be flexible and willing to perform other tasks as necessary or requested

Wear room hotel uniform per hotel standards; adhere to professional grooming standards

Hotel is a smoke-free environment

Participate in all training as assigned

Responsible for maintaining a clean work environment that meets both local County Health Codes and the Franchise Quality assurance requirements.

GUEST SERVICE

Maintains guest service 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.

Ensures hotel staff, including all new-hires are trained to meet service standards.

Develops added-value customer service programs regarding housekeeping services.

Can communicate to guests about hotel promotions, local attractions and points of interest.

Empowers hotel staff to deliver great guest service by encouraging responsiveness to guests' needs.

Meets or exceeds hotel guest satisfaction measures.

Ensures hotel standards and services contribute to the delivery of consistent guest service.

SAFETY AND SECURITY

Understands and implements laws which apply to housekeeping supplies and chemicals.

Recognizes and corrects conditions which may create security, fire or accident hazards.

Understands and implements hotel's key control system.

Additional responsibilities may be added per my immediate supervisor.

COMPUTER EXPERIENCE

Proficiency in:

Microsoft word

Excel

Powerpoint

Data entry

Database management systems

EMOTIONAL INTELLIGENCE

Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure

Engage every guest in conversation and recognition

Resolve any guest issue immediately

Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests

Ability to anticipate guests’ needs

Embraces and respects diversity and multicultural environment

SKILLS

Excellent communication; orally and written

STRENGTHS

Social

Speaks in guests’ preferred language

Hotel is a smoke-free property

Organizational

Administrative

Sales

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