Job Summary
Provides supervision and direction for all Housekeeping activities of the hotel to ensure the highest levels of cleanliness and guest satisfaction are maintained.
Essential Duties and Resposibilities
- Maintain complete knowledge of and comply with all Resort policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- all resort features/services, hours of operation.
- all room types, numbers, layout, decor, appointments and location.
- daily house count and expected arrivals/departures.
- room availability status for any given day.
- scheduled in-house group activities, locations and times.
- all resort and departmental policies and procedures
- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Monitor expenses (laundry, guest supplies, cleaning supplies, labor). Track actuals against budget.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
- Ensure that staff report to work as scheduled. Document any late or absent employees.
- Coordinate breaks for staff.
- Assign work duties to staff.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Room Attendants, House Persons and Laundry Attendants.
- Monitor the laundry and resolve any congested situations.
- Monitor the room turn process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guests expediently to their rooms.
- Monitor communication logs and ensure that guest requests are followed up within 15 minutes.
- Monitor safe key safety procedures; audit inventory of master keys and ensure that no keys are lost or missing.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Assist with lost/stolen articles, following resort policy.
- Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations.
- Anticipate low occupancy periods and coordinate blocking of rooms with to maximize labor costs, deep cleaning and maintenance of rooms.
- Print special requests report and ensure that rooms are set up according to specifications.
- Balance room types daily.
- Review resumes for arriving groups; ensure that all housekeeping items are followed up on.
- Print and review masters for departed groups; check accuracy and distribute to Accounting.
- Review flag reports and follow up accordingly.
- Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
- Coordinate cleaning of late check-outs.
- Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
- Print report on discrepant rooms, research discrepancies and enter current status accordingly.
- Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
- Ensure that designated resort entrances are locked at specified times.
- Maintain awareness of undesirable persons on resort premises and escort off property. Contact Management where necessary.
- Ensure all closing duties for staff are completed before staff sign out.
- Conduct a daily training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Prepare and submit daily/weekly payroll records.
- Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
- Document pertinent information in department log book.
- Complete all paperwork and closing duties.
- Review status of assignments and any follow-up action with on-coming Supervisor.
- Manage, monitor and make adjustments in order to comply with energy conservation program management.
- This job requires a 80% field work and a 20% administrative work.
Qualifications
- High school graduate or equivalent vocational training certificate.
- 2 years previous supervisory experience in housekeeping, preferably a similar style resort.
- Fluency in English both verbal and non-verbal.
- Computer basic arithmetic.
- Familiarity with staff management and cost controls.
- Ability to:
- perform job functions with attention to detail, speed and accuracy.
- prioritize and organize.
- be a clear thinker, remaining calm and resolving problems using good judgement.
- follow directions thoroughly.
- understand guest's service needs.
- work cohesively with co-workers as part of a team.
- work with minimal supervision.
- maintain confidentiality of guest information and pertinent resort data.
- ascertain departmental training needs and provide such training.
- direct performance of staff and follow up with corrections when needed.
- Input and access information in the resorts property management system/computers/ system
- Desirable:
- College degree or certification
- Fluency in a second language, preferably Spanish or Creole.
- Certification in CPR.
- Previous managerial experience.
- Previous guest relations training.