Position Summary/ Objective:
Reporting directly to the Managing Director, the Housekeeping Manager at Grand Pacific Resorts, Inc. is responsible for overseeing all aspects of housekeeping operations to ensure exceptional guest experiences. This role requires leadership in resolving guest concerns, maintaining standards, and facilitating effective communication between departments. The Housekeeping Manager must exhibit excellent judgment and creativity in problem-solving, while upholding the values and policies of Grand Pacific Resorts, Inc.
Primary Essential Functions:
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Uphold the values, expectations, policies, and procedures outlined in the Grand Pacific Resorts, Inc. Employee Handbook, demonstrating effective communication and emotional intelligence in interactions with staff.
- Provide exemplary customer service, addressing guest/owner concerns promptly and effectively to ensure satisfaction, putting people first and demonstrating emotional intelligence.
- Coordinate with the Maintenance and Front Office teams to ensure seamless operations and guest experiences, fostering collaboration and innovation.
- Utilize labor forecast and labor tracking reports to schedule employees within budgetary guidelines, demonstrating objective problem-solving.
- Manage housekeeping staff scheduling, payroll, and training to maintain operational efficiency and service standards, emphasizing innovation and creativity in training methods.
- Ensure departmental adherence to company policies, procedures, and standards, emphasizing effective communication and collaboration.
- Facilitate ongoing coaching, training, and development for housekeeping staff, focusing on emotional intelligence, and putting people first.
- Coordinate emergency procedures and ensure staff readiness to respond effectively, demonstrating effective communication and leadership during emergencies.
- Prepare reports, handle special projects, and assist the Managing Director as needed, showcasing effective communication and problem-solving skills.
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Conduct all responsibilities ethically and professionally, maintaining consistent attendance and performance standards, while upholding the values of Grand Pacific Resorts, Inc.
Education, Skills & Experience:
The ideal candidate for this opportunity must be a customer service professional that communicates well, juggles multiple priorities, and can lead a team in the day-to-day operations of a fast-paced resort.
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Minimum of 3 years of experience in rooms management, with a focus on housekeeping operations.
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High school diploma or equivalent preferred.
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Experience in conflict resolution, coaching, teamwork, and time management preferred.
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Complete knowledge and skill of all housekeeping responsibilities and duties.
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Excellent communication and organizational skills.
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Strong customer service orientation.
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Ability to interpret reports, correspondence, and documents effectively.
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Proficiency in Microsoft Excel, Word, and Outlook.
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Experience in the hospitality industry, preferably in timeshare.
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Effective leadership skills with a focus on clear communication and creating positive work environments.
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Ability to work collaboratively in a diverse team environment.
Additional Eligibility Qualifications Required:
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Availability to work various shifts, including weekends and holidays.
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Successful completion of background check and drug screening.
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Ability to carry a company-provided cellphone for work-related communications.
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Proficiency in English language skills, both verbal and written. The ability to communicate in Spanish preferred but not required.
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Capability to write routine reports and correspondence.
Physical, Environmental & Other Requirements:
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Ability to stand and/or walk for up to 8 hours, and perform tasks requiring stooping, kneeling, crouching, and crawling.
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Capability to lift and/or move up to 25 pounds occasionally, and up to 10 pounds frequently.
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Clear vision (close, distant, and depth perception) is necessary for navigating the resort environment.
EEO Statement:
Grand Pacific Resorts, Inc. provides equal employment opportunities (EEO) to all associates and applicants for all terms and conditions of employment, in every location in which the company has facilities, regardless of any basis protected by applicable federal, state or local law.
Other Duties:
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This job description may not encompass all duties of the role, and additional tasks may be assigned by upper management.
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Evaluation will be based on performance of listed tasks and adherence to Standards of Excellence.
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Management reserves the right to revise this job description as needed; it does not constitute a contract for employment.
