About the role

What you'll do

• Fielding guest complaints while maintaining professional dialogue with guests and finding resolutions to satisfaction. Tracking guest issues and ensuring follow up with fellow leadership team. 

• Work with The Operations/Rooms Manager and leaders to establish unique amenities enhancing the guest experience and ensure proper operational procedures exist and communicated to all staff.

• Maintain complete knowledge at all times of all hotel features/services, activities, and events. Responsible for ensuring all positions are knowledgeable all the same and able to engage/discuss with guests.

• Inspect, plan and ensure that all materials, workspaces and equipment are in complete readiness for service.

• Assigning housekeeping task to staff and inspecting work to ensure that the standards of cleanliness are met.

• Investigate and address complaints regarding poor housekeeping service

• Provide training to the housekeeping staff

• Ensure all supplies and equipment are are inventoried and ordering as needed

• Work with Operational/Rooms Manager on hiring and recommend promotion to current staff if see fit

• Ensure all public areas of hotel are clean and a schedule in place to keep it clean 

• Ensure their is a system in place for lost and found 

• Be able to communicate effectively with guest and provide exceptional customer service

• Supervise the housekeeping staff; providing open communication, training, coaching and counseling and providing performance feedback to ensure maximum productivity

• Conduct reviews of employee performance. If needed recommend disciplinary action to Operations/ Rooms Manager

• Work with linen company to ensure delivery is on time and we have enough supplies on property

• Ensure communication with SAGEC team on status of room and any communication needed is done in a efficient manner

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  • Ensure a shift/daily pass-down log is implemented and used to improve communication amongst staff.

  • Inspect guestrooms and publica area on a daily basis

  • Ensure inventory is always accurate and work with maintenance on any rooms that need to be placed out of order with Operations/Rooms Manager approval

  • Assist staff with job functions for optimum service to guests. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. 

  • Complete accurate timekeeping/payroll responsibilities if assigned. Collaborate with management on trending labor costs and adjust schedules accordingly.

  • Schedule staff to hotel and historical business levels. Ensure staffing levels are appropriate and inline with budget

  • Responsible for Strategic planning and execution focused on profitability, guest enhancements, employee development and company organization. 

  • Complete the coding of invoices for vendors needing to be paid. Ensure proper tracking of cost. 

  • Collaborate with marketing on any promotional campaigns for the property and maintaining brand standards. Ensure all printed collateral is in excellent condition and up to date.

  • Execute the onboarding/training for all housekeeping staff. Ensure task list for respective positions are completed and 30 day reviews are implemented. Create SOP’s for all operating areas to train staff on and update regularly. 

  • Assist guests with reports of lost/stolen articles, following hotel policy. 

  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. 

  • Foster and promote a cooperative working climate, maximizing productivity and employee morale. 

  • Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs. 

  • Review status of assigned projects and daily assignments and any follow-up action with on-coming staff. 

  • Ensure there is a system and tracking in place for deep cleaning

  • Maintain complete knowledge of and comply with all department policies/service procedures/standards. 

  • Maintain complete knowledge of correct maintenance and use of equipment ensure routine maintenance is in place.

  • Anticipate guest needs, respond promptly to and acknowledge all guests, however busy and whatever time of the day.

  • Maintain positive guest relations at all times 

  • Resolve guest complaints and concerns to ensure guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

  • Enforce all property opening and closing duties. Make adjustments to daily tasks and ensure communicated to responsible staff. Supervise staff throughout the entirety of the shift and ensure service standards are up to par. 

  • Conduct routine inventories and place orders to maintain par levels for the cost of goods sold. Ensure all inventories remain separate and appropriate transfers occur between outlets. Month-end inventories are to be completed by the 1st of the month and submitted to GM/Accounting.

  • Ensure all products are properly secured, and systems are in place to prevent theft.

  • Track item transfers and provide them to accounting at the end of each month. 

  • Hold daily lineups focusing on training needs and pertinent information to the team. Routinely quiz staff on cleaning standards.

  • Attend department meeting and morning meeting

  • Identify and detail out in writing a training program to ensure proper cleaning of guest room and public areas

  • Ensure storages and closets are stocked properly and maintain a organized layout. 

Qualifications

• Previous housekeeping experience in the hospitality industry.

• The ability to multitask

• The ability to stand for extended periods of time

• Excellent organizational and time management skills

• Must exhibit good judgment while performing under pressure.

• Must be dedicated to our goal of providing superior guest experiences.

• Must be computer literate in Microsoft Office and general computer usage.