POSITION PURPOSE
To manage the activities of the Housekeeping Department ensuring that the hotel facilities, guest rooms and public areas meet the hotel standards.
ESSENTIAL RESPONSIBILITIES
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Plan and organize the cleaning of all guests' rooms and public areas.
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Provide daily cleaning assignments to the housekeeping staff.
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Ensure that all housekeeping associates have been thoroughly trained and are consistently following service standards and procedures.
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Conduct inspections of guest rooms and public areas to ensure the hotels cleanliness standards are being followed.
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Maintain key control system; collect all keys and assignment sheets daily at the end of each shift.
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Log Lost and Found items and answer inquiries to maintain controls and ensure guest satisfaction.
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Respond to guest requests, concerns, and problems to ensure guest satisfaction.
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Ensure health/sanitation standards are being met to achieve a high level of cleanliness and guest satisfaction.
- Ensure all housekeeping departmental payroll and expenses are managed to meet the approved operating budgets and forecast.
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Establish administrative rules and regulations, policies, and procedures for the department.
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Post room occupancy records.
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Participate in MOD shifts to respond to any guest or safety issues.
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Monitor all supplies inventories to ensure staff has the tools to do their jobs and provide the best possible service for our guests.
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Determine appropriate staffing levels for forecasted business and schedules staff members accordingly.
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Monitor and utilize property procedures for guest calls as well as Housekeeping preventative maintenance projects.
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Encourage and maintain open and clear communication, rapport, and cooperation with all internal departments to foster best possible service to all guests.
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Attend all scheduled training, departmental and hotel meetings and activities, promote positive working environment for all associates, and follow guidelines and procedures set forth in employee handbook.
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Maintain cleanliness and organization in department.
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Records inspection results from the management team on a tracking log and inspects as needed.
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Complete monthly linen and OS&E inventories.
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Ensure all back of house and front of house areas are organized and cleaned at all times.
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Maintain standards of hotel cleanliness and a consistent positive guest experience.
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Monitor and respond to Guest Satisfaction Surveys and guest comments via third party sites, comments card etc. Address guests complaints regarding housekeeping service or equipment.
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Isolate and analyze areas in need of improvement and encourage a climate of problem solving and action.
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Recruit and select qualified candidates, provide staff members with the orientation and training needed to understand expectations and perform job responsibilities.
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Provide training, coaching, and counseling to all housekeeping staff members and provide performance feedback to ensure maximum efficiency.
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Communicate performance expectations and provide staff members with on-going feedback.
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Be familiar with all company policies and benefits.
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Practice safe work habits and ensure safe work practices to avoid injury to self and others.
- Ensures facility compliance with government and other regulatory laws and guidelines such as OSHA and Cal-OSHA.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
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Assist with any guest inquiry.
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Follow all company and safety and security policies and procedures.
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Report maintenance problems, safety hazards, accidents, or injuries.
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Perform other reasonable job duties as requested by direct and indirect Supervisors.
PHYSICAL DEMANDS
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Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
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Must be able to sit at a desk for up to four (4) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
- Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
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Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
- Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
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Must be able to lift up to 45 lbs. as needed.
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Must be able to push and pull carts and equipment weighing up to 250 lbs.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
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Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
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Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
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Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
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Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
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Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
- Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
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Must be able to speak, read, write, and understand the primary language used in the workplace.
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Requires good communication skills, verbal, written and electronic.
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Considerable knowledge of complex mathematical calculations and computer programs.
- Must have excellent leadership capability and customer relations skills.
- Must be detail oriented with outstanding organizational and communication skills.
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Must possess intermediate computer skills.
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Must possess basic computational abilities.
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Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
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Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.
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Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
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Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS.
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Self-driven and able to work independently.
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Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail
EDUCATION
High school or equivalent education required.
EXPERIENCE
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Must have a minimum of two years experience as a supervisor or manager within the hospitality industry.
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Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.
LICENSES OR CERTIFICATIONS
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Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.
GROOMING
All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.
ATTENDANCE
Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotels facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules 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 a staff member in this position may be asked to perform from time to time.
