About this role
Summary
The Housekeeping Manager supervises work activities of Housekeeping Supervisors, AM/PM associates and contract personnel to ensure clean, orderly and attractive rooms in the hotel. The Housekeeping Manager assigns duties, inspects work, and investigates complaints regarding housekeeping service and equipment and takes corrective action.
Essential Duties and Responsibilities
Inspect work for conformance to prescribed standards of cleanliness
Investigate complaints regarding housekeeping service and equipment and takes corrective action
Obtain list of rooms to be cleaned immediately and list of prospective check outs or discharges to ensure work assignments have been completed
Inventory stock to ensure adequate supplies
Recommend improvement of service and ensure more efficient operation
Perform cleaning duties as needed
Examine building to determine need for repairs or replacement of furniture or equipment and makes recommendations to Executive Housekeeper
Establish standards and procedures for work of Housekeeping associates
Advise Front Office Manager, Reception Agents and Guest Services Managers of rooms ready for occupancy
Oversee hotels grounds and accommodations for presentation of efficient cleanliness, safety and security
Address Guests complaints in a manner which results in superior guest service
Communicate with other hotel departments regarding problems which need attention.
Read Front Office communication logs on a daily basis
Inspect public space and process work orders as needed
Insure public space meets and exceeds customer expectations for the appearance of the hotel
Coordinate housekeeping work with other departments; Front Office, Engineering, Banquets, etc.
Respond quickly to guest requests in a timely, friendly and efficient manner (15 min max.) and follow-up to ensure guest satisfaction.
Supervise and inspect the cleaning of the guest rooms, turndown service, public areas and back of the house
Oversee Lost and Found after normal business hours
Meet with Front Office team for Q rooms, room changes and other activities
Walk all floors at end of shift ensuring ALL carts are put away, Housekeeping closets are locked and hallways are free of debris
Report food trays to Room Service for pick up
Requirements
Qualifications
The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibility of the Housekeeping Manager position:
Must have the stamina to work at least 40 hours per week
Must possess good organizational skills
Professional in demeanor and presentation
Ability to learn quickly
Must be in good physical condition
Must be a self-motivator – work with little supervision
Must be able to work in a fast paced environment
Guest-Service oriented
Team Player
Positive attitude and outgoing personality is essential
Competency
The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibilities of the Housekeeping PM Manager position:
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
Project Management - Develops project plans; Coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities
Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Must have strong computer skills to create and maintain housekeeping reports, inventory, etc.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
Team Work - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members
Written Communication - Writes clearly and informatively; checks work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results
Delegation - Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results. Follow up on all work assignments or directions
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; accepts feedback from others; provides vision and inspiration to peers and subordinates; gives appropriate recognition to others; displays passion and optimism; motivates others to fulfill the vision
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; recommends improvement processes, products and services; continually works to improve supervisory skills
Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness
Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
Attendance and Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan
Initiative - Volunteers readily; Undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed
Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention
Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; Includes appropriate people in decision-making process; makes timely decisions
Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals
Planning and Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments
Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly
Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly
Language Ability
Effectively interact and communicate in English with people from diverse backgrounds
Read and comprehend simple instructions, short correspondence and memos
Write simple correspondence
Effectively present information in one-on-one and small group situations to customers, clients, and other associates of the hotel
Add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals
Reasoning Ability
Apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Deal with problems involving a few concrete variables in standardized situations
Computer Skills
Ability to quickly grasp computer systems including Alice to report issues. For example, work orders.
Working knowledge of word processing preferably Microsoft Word
Working knowledge of spreadsheet preferably Microsoft Excel
Working knowledge of Internet software
Working knowledge of Opera/Cloud PMS database software
Supervisory Responsibilities
Demonstrated ability supervising at least 60-80associates from diverse background
Carry out supervisory responsibilities in accordance with the hotels policies and applicable laws
Responsible for interviewing, training associates, planning, assigning and directing work, appraising performance, rewarding and disciplining associates, addressing complaints and resolving problems
Work Environment
The work in an inside environment where the noise level is usually moderate
The position is located indoors in an office setting where the temperature settings are controlled
Physical Demands
Occasionally lift and/or move up to 10 pounds
Occasionally reach with hands and arms and stoop, kneel, crouch or crawl
100% of shift involves walking or standing, continuously reaching, bending, lifting, stooping or wiping
Position Status and Availability
Full-time, flexible schedule to include weekends and holidays
Education and Experience
A High School diploma or a General Education Degree (GED)
At least five (5) years of housekeeping experience cleaning an upscale hotel
At least two (2) years of supervisory experience