Overview
The Housekeeping Manager is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.
Responsibilities
- Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all housekeeping personnel according to DoubleTree Hotel's SOP's.
- Ensure compliance by effective training according to Brand standards.
- Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
- Ensure that large guestroom turns are managed efficiently.
- Ensure consistency with departmental opening and closing procedures.
- Prepare and conduct housekeeping interviews as required and follow hiring procedures according to Brand SOP's.
- Develop employee morale and ensure training of housekeeping personnel.
- Inspect rooms daily and ensure that some rooms are inspected with supervisors daily.
- Assist in inspecting all VIP rooms prior to arrival.
- Ensure that public areas, guest rooms, and back-of-house areas are cleaned to Hotel standards.
- Assist in maintaining required parts of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
- Assist in conducting monthly and quarterly housekeeping inventories on a timely basis.
- Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
- Conduct pre-shift meetings for room attendants and housemen.
- Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
- Assist in reviewing housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Maintain Purchase Orders, vouchering of invoices and checkbook accounting.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Monitor out-of-order, out-of-service, discrepant and show rooms.
- Must maintain constant communication with Guest Services.
- Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
- Maintain and monitor "Lost and Found" procedures and policies.
- Maintain key control system for house keys.
- Properly store, secure and issue supplies as needed to meet business demands.
- Ensure completion of regular maintenance and cleaning projects on a biannual basis.
- Ensure overall guest satisfaction.
Qualifications
- At least 6 years of related hotel housekeeping experience.
- Must be proficient in Windows, company-approved spreadsheets, and word processing.
- Long hours sometimes required.
- May be required to work varying schedules to include nights, weekends, and holidays
- Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Must be able to effectively communicate both verbally and in writing, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Maintain regular attendance, as required by scheduling, which will vary according to the needs of the hotel.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay: $24.00 - $26.00 per hour
Work Location: In person
