Executive Housekeeping Manager

JOB SUMMARY

Ensure that the cleanliness standards of the guestrooms, meeting areas, public areas, and back-of-the-house are met through the optimal training, staffing, and supervision of

labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

EXPERIENCE

• 3+ years management experience, with at least 3 years in housekeeping management.
• High School Diploma or equivalent required, Bachelor's degree preferred.
• Experience managing in-house housekeeping operations.
• IHG experience preferred

JOB ESSENTIALS

• PEOPLE: Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth.
  
• TRAINING: All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements.
  
• COMMUNICATION/FOLLOW UP:  In any hotel, communication is key. Team members must own any issues and have a solid plan in place for following up on guest requests as well as in house requests. Must communicate both verbally and in writing to provide clear direction to staff.
  
• EXPENSE / OVERTIME/LABOR CONTROLS: The Housekeeping Manager should stay within forecasted numbers in regard to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff utilizing labor reports.
  
• GUEST SCORES/EXPERIENCE: All scores pertaining to hotel cleanliness should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous year's scores. All responses will be followed up on within brand guidelines. (Guest assistance, SALT, etc….). Maintain TripleAAA 4 Diamond rating. Familiar with criteria.
  
• QA: Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to Housekeeping and Laundry.
  
• SAFETY: Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc.
  
• CLEANLINESS: Ensure compliance of housekeeping and laundry standard operating procedures and policies.

OTHER

• Plan, organize, and monitor staff workload to ensure compliance with cleanliness and maintenance standards, which requires continuous visual and written inspections of guestrooms and public space areas.
• Advanced knowledge of brand's reward program.
• Maintain lost and found logs and storage.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Maintain hotel par levels of inventory by conduct periodic inventory of guest supplies, small equipment and linen as required..
• Willingness to “pitch-in” and help co-workers with their job duties and be a team player.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, servingas a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
• Operate department pursuant to OSHA requirements and guidelines.
• Able to establish and maintain effective working relationships with associates and customers.
• Act as Manager on Duty per schedule.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Command of the English language both written and verbal.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Ensure all Housekeeping Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the Front Office team to discuss and implement sell out strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

PHYSICAL DEMANDS

• Some lifting may be required. This position may require 75%+ or more of time on their feet.

DUE TO THE CYCLICAL NATURE OF THE HOSPITALITY INDUSTRY, EMPLOYEES MAY BE REQUIRED TO WORK VARYING SCHEDULES (INCLUDING HOLIDAYS AND WEEKENDS) TO REFLECT THE BUSINESS NEEDS OF THE HOTEL. IN ADDITION, ATTENDANCE AT ALL SCHEDULED TRAINING SESSIONS AND MEETINGS IS REQUIRED.

THIS JOB DESCRIPTION IS NOT AN EXCLUSIVE OR EXHAUSTIVE LIST OF ALL JOB FUNCTIONS THAT AN EMPLOYEE IN THIS POSITION MAY BE ASKED TO PERFORM FROM TIME TO TIME.