Position: Housekeeping Manager
Department: Operations
Reports To: General Manager
PURPOSE FOR THE POSITION
To oversee the Housekeeping and Laundry operations ensuring maximum Safety, Cleanliness, and Guest Service, and maintaining all standards as required by Hilton Hotels and Metro Hotels Inc.
Position Focus
Supervise the operations of the housekeeping staff promoting a safe environment and quality service to achieve maximum guest satisfaction, protection of assets and minimal expenses.
SERVICE CULTURE FOCUS
To support Holiday Inn Express & Suites by IHG brand service vision, demonstrating behaviors, and ensures team is demonstrating these behaviors as well. Champions the hotel culture in every touch point of our business from our associates, guests, owners, and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
TEAM CONCEPT
YOU, the team member, will have an unwavering commitment to our guest and fellow team members. As a member of the team you are committed to providing our guests an exceptional experience through efficient, friendly service and consistently a quality product. To deliver such guest experience you may be asked to perform functions not stated in your job description.
ESSENTIAL RESPONSIBILITIES
- Supervise the housekeeping staff; providing open communication, training, coaching and counseling and provide performance feedback to ensure maximum efficiency.
- Supervise and inspect the cleaning of the guest rooms, turndown service, public areas and back of the house; ensure compliance with accident/loss prevention programs, SOPs and health/sanitation standards and regulations to achieve a high level of cleanliness and guest satisfaction.
- Issue assignments to staff reviewing special requests and areas of concentration to ensure a smooth flow of the housekeeping operation.
- Issue supplies/goods to staff at beginning of shift in order to control inventory and ensure proper supplies are available while controlling expenses.
- Respond to guest requests, concerns and problems to ensure guest satisfaction. Log items into the Lost and Found and answer inquiries to maintain controls and ensure guest satisfaction.
- Implement emergency training and procedures to ensure appropriate protection of the hotel, guest, staff and company assets.
- Conduct daily stand up meetings with team
- Meet with the General Manager daily for any pertinent pass on
- Meet with the General Manager weekly for department review
- Ensure all required IHG Standards and Cleanliness programs are implemented and completed
OTHER RESPONSIBILITIES
- May assist the evening staff in the performance of duties to include: cleaning of lobby, turndown service, trash removal.
- Perform special projects and other responsibilities as assigned.
- Participate in hotel committees and task force assignments. No travel required. Scheduled days and times may vary based on need.
JOB QUALIFICATIONS
Competencies
Strategic Skills
Proficient in position required job skills and knowledge. Intelligent in grasping and integrating new information. Is an active learner with a strong sense of curiosity Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions.
Operating Skills
Is effective in prioritizing work; consistently manages time and processes to create maximum efficiency with minimum disruption or redundancy. Is time sensitive, understands how work and processes fit in with other departmental or business priorities and objectives. Is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results.
Courage
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.
Energy & Drive
Energetic and takes initiative. Is pro-active and persistent in pursuing and completing tasks. Strives to exceed expectations and goals.
Personal & Interpersonal Skills
Welcoming and warm personality. Able to engage easily and actively connect with others. Is genuinely caring and compassionate; visibly demonstrates desire to understand others. Creates confidence and trust with others, is socially aware of self and others and is known for communicating the right message at the right time. Utilizes a variety of approaches and communication techniques tailored to each situation. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience. Positively accepts and provides feedback.
Knowledge/Skills
Requires working knowledge of Housekeeping and the hotel's services, policies and operations. Working knowledge is generally learned on-the-job. Requires supervisory skills. Ability to communicate information and hotel services to management and guests. Moderate hearing necessary for one-on-one communication with guests and staff, telephone use. Excellent vision necessary for quality inspection, review reports. Excellent speech communication skills for one-on-one communication with guests, telephone usage and two-way radio and associates. Excellent literacy necessary to interpret reports.
Education/Formal Training
High school education or equivalent experience.
Experience
1 or more full year’s employment experience in a related position with this company or other organization(s).
Material/Equipment Used
Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, and PBX machine.
Environment
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%
Abilities
Lifting up to 50 lbs. of linen, supplies, furniture. Pushing up to 50 lbs., pushing housekeeping cart and vacuum cleaner. Pulling up to 50 lbs., pulling housekeeping cart and vacuum cleaner. Carrying up to 35 lbs. of supplies. Bending -picking up supplies, cleaning guest’s rooms, turndown service, trash removal. Occasional kneeling required. Mobility -continuous movement throughout hotel. Continuous standing -90% of shift. Climbing stairs, approximately 100 steps 3% of 8 hours. Ladders -approximately 3 feet, 2% of 8 hour shift. No driving required.
Education/Formal Training
High school education or equivalent experience.
Experience
Experience required by position is from one to two years of employment in a related position with this company or other organization(s).
Material/Equipment Used
Chemicals/Agents used: Cleaning chemicals, aerosol sprays used to perform function. Back brace worn approximately 100% of 8 hour shift. Gloves worn 10% of 8 hour shift. Operation of vacuum cleaner, wet vac, trash receptacle, computer, computer printer, telephone, two-way radio, calculator.
Environment
Prolonged strenuous physical activity in indoor climate-controlled environment. Excessive heat and humidity in laundry. Inside 95% of shift.
PREREQUISITES:
Education: High school graduate, two-year college education preferred. Must be able to speak, read, write, and understand the primary language (s) used in the workplace. Must be able to work flexible hours to include weekends.
Experience: Minimum of 1 year guest relation, management and in the related position.
Physical: Requires bending, stooping, climbing, standing, walking, sitting, reaching, grasping, carrying, repetitive motions, visual acuity, hearing, writing, and good verbal skills. On occasion may require ability lift up to 40 pounds.
Pay: From $29.00 per hour
Benefits:
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
