Housekeeping Manager

Job Summary

Provides supervision and direction for all Housekeeping activities of the hotel to ensure the highest levels of cleanliness and guest satisfaction are maintained.

Essential Duties and Resposibilities

• Maintain complete knowledge of and comply with all Resort policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • all resort features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all resort and departmental policies and procedures
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor expenses (laundry, guest supplies, cleaning supplies, labor). Track actuals against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Room Attendants, House Persons and Laundry Attendants.
• Monitor the laundry and resolve any congested situations.
• Monitor the room turn process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guests expediently to their rooms.
• Monitor communication logs and ensure that guest requests are followed up within 15 minutes.
• Monitor safe key safety procedures; audit inventory of master keys and ensure that no keys are lost or missing.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Assist with lost/stolen articles, following resort policy.
• Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with to maximize labor costs, deep cleaning and maintenance of rooms.
• Print special requests report and ensure that rooms are set up according to specifications.
• Balance room types daily.
• Review resumes for arriving groups; ensure that all housekeeping items are followed up on.
• Print and review masters for departed groups; check accuracy and distribute to Accounting.
• Review flag reports and follow up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Coordinate cleaning of late check-outs.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
• Ensure that designated resort entrances are locked at specified times.
• Maintain awareness of undesirable persons on resort premises and escort off property. Contact Management where necessary.
• Ensure all closing duties for staff are completed before staff sign out.
• Conduct a daily training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Manage, monitor and make adjustments in order to comply with energy conservation program management.
• This job requires a 80% field work and a 20% administrative work.

Qualifications

• High school graduate or equivalent vocational training certificate.
• 2 years previous supervisory experience in housekeeping, preferably a similar style resort.
• Fluency in English both verbal and non-verbal.
• Computer basic arithmetic.
• Familiarity with staff management and cost controls.
• Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • follow directions thoroughly.
  • understand guest's service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent resort data.
  • ascertain departmental training needs and provide such training.
  • direct performance of staff and follow up with corrections when needed.
• Input and access information in the resorts property management system/computers/ system
• Desirable:
  • College degree or certification
  • Fluency in a second language, preferably Spanish or Creole.
  • Certification in CPR.
  • Previous managerial experience.
  • Previous guest relations training.