Housekeeper

POSITION OVERVIEW:

Manage the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives.

DUTIES & RESPONSIBILITIES:

• Manage the day-to-day activities of the housekeeping department, plan, schedule, and organize work to ensure proper coverage.


• Communicate and enforce policies, procedures Forbes Service Standards and Inter Continental Brand Standards.


• Partner with Human Resources to handle all hiring, coaching, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.


• Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.


• Develop and implement procedures for managing the quality of housekeeping and laundry services. Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction. Ensure that employees are advised of deficiencies and instructed on corrective action.


• Monitor, coordinate and execute the special needs and requests of VIP’s and repeat guests


• Respond to guest complaints and special requests, and ensure corrective action is taken to achieve complete guest satisfaction.


• Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.


• Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information.


• Conduct pre-shift meeting and review all information pertinent to the day’s activities.


• Oversee Uniform Program for the entire hotel ensuring that all colleagues have an appropriate amount of uniforms and that all uniforms are in wearable condition.


• Establish par levels for supplies, equipment and uniforms. Replenish shortages and other business supplies for daily business.


• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Front Office, Guest Relations, Maintenance, and Food and Beverage


• Interact with outside contacts:
  
  
  
  • Guests – to ensure their total satisfaction
  
  
  • Vendors/Contractors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  
  
  • Regulatory agencies – regarding safety and compliance matters
  
  
  • Other contacts as needed (Professional organizations, community groups)
  
  
  
  


• Coordinate with the Security Department for the security of lost and found items.


• Recommend and coordinate deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.


• May serve as “manager on duty” as required.


• May assist with other duties as assigned.

QUALIFICATIONS:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.


• Possess strong leadership competencies – Be Brand hearted, Think Ahead, Champion Change, Lead People, Develop People, Drive Results and Work Collaboratively


• Able to multitask, be detail oriented, and communicate effectively


• Must be able to work a flexible schedule that will accommodate the achievement of all business goals and directives. May be required to work on work nights, weekends, and/or holidays


• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training


• Problem solving, reasoning, motivating, organizational and training abilities are used often.


• May be required to work nights, weekends, and/or holidays.

PHYSICAL DEMANDS:

This job requires ability to perform the following:

• · Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 100 pounds


• · Remain stationary for extended periods of time


• · Frequently movement about the facility


• · Frequently handling objects and equipment to maintain the facility


• · Frequently bending, stooping, and kneeling