Description:
Position Summary
Responsible for the overall operations of the Housekeeping and Laundry Departments, reporting to the Director of Rooms, ensuring that all Biltmore policies and procedures are followed and quality standards are maintained, and providing quality, value-added professional service that meets or exceeds our guests’ expectations. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S).
Responsibilities
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Lead the Housekeeping and Laundry Departments by developing and implementing departmental objectives in line with the hotel business objectives.
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Supervise Housekeeping and Laundry operations such as cleaning and maintenance whilst ensuring compliance with all Housekeeping and Laundry policies, procedures, standards and satisfaction of guests’ needs.
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Hold pre-shift and meetings with all staff and ensure that these are held for all shifts.
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Ensure that all guest rooms, public areas, and back of house are cleaned properly and are up to Biltmore standards.
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Develop, implement and continually review the Biltmore policies, procedures, practices and standards.
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Directly supervise the Assistant Director of Housekeeping and Laundry Manager. Indirectly supervise Lead Supervisors, Supervisors, Office Coordinators, Project Supervisors, Project Attendants, Room Attendants, Turndown Attendants, Housemen, Public Area Attendants, Office and Overnight Cleaners, and Runners.
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Select, train, develop, schedule and manage the performance of direct and indirect subordinates to ensure the efficient running of Housekeeping and Laundry operations.
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Maintain a current organization chart, position descriptions, and standards for all positions.
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Develop, implement and participate in employee training programs that will result in the highest quality workers and best productivity.
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Plan and assign work schedules for Housekeeping and Laundry personnel.
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Review and evaluate Housekeeping and Laundry supervisory personnel.
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Be prepared to assist employees during peak periods.
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Provide adequate advice and counsel to all Housekeeping and Laundry employees.
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Assure a high degree of morale among all Housekeeping and Laundry employees.
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Coordinate Housekeeping and Laundry duties with various departments such as Front Desk, Engineering, Sales and Marketing and Food & Beverage to ensure that all guestrooms and public areas are clean and well maintained in a timely and efficient manner.
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Prepare budgets and control labor and supply costs, managing the Housekeeping and Laundry department within budgetary guidelines.
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Prepare purchase requisitions.
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Verify invoices pertaining to Housekeeping and Laundry departments and requisitioned supplies.
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Analyze all costs and revenue reports pertaining to the Housekeeping and Laundry areas.
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Coordinate and review contracts, including plants rental, cleaning contracts (window cleaning, laundry), and flowers and ensure compliance by both parties.
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Manage linen inventory and guest supplies and the ordering of supplies as necessary to meet quality standards and hotel business needs.
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Ensure that all items in Housekeeping and Laundry storage areas are inventoried and controlled.
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Participate in the planning of hotel decoration for special functions and festive seasons and organizes the necessary actions.
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Seek out and demonstrate use of new methods, techniques, equipment and cleaning products.
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Maintain knowledge of local competition and Housekeeping and Laundry industry trends.
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Accomplish a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function such as the duty rosters.
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Represent the Housekeeping and Laundry Departments in all hotel meetings.
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Carry out additional responsibilities as directed by the General Manager.
Requirements:
Experience and Education Required
Bachelor’s Degree is required. Formal training and instruction in hotel administration with a focus on housekeeping required.
Minimum three years’ experience in a housekeeping management position required.
Skills Required
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Must be able to:
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Speak, read, write and understand the English language.
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Compute accurate mathematical calculations.
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Provide legible communication and directions.
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Perform job functions with attention to detail, speed and accuracy.
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Prioritize and organize.
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Think clearly, remaining calm and resolving problems using good judgment.
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Follow directions thoroughly.
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Understand guest’s service needs.
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Work cohesively with co-workers as part of a team.
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Work with minimal supervision.
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Maintain confidentiality of guest information and pertinent resort data.
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Use a computer keyboard and possess basic typing skills.
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Possess moderate to advanced computer skills.
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Work in a dynamic and constantly changing environment.
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Adept to multitasking.
Physical Demands
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Must be able to:
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Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
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Stand, sit, or walk for an extended period of time or for an entire work shift.
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Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
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Use, carry, and operate all necessary office equipment using finger dexterity.
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Communicate with employees, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
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Visually look at a computer for extended periods of time.
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Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems. Most work tasks are performed indoors.
Success Criteria
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Leadership
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Achievement of consistently high levels of guest satisfaction
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Optimal scores in hotel inspections
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Consistent compliance with Biltmore Hotel and Housekeeping standards
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Accomplishment of Biltmore Hotel and Housekeeping objectives
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Individual and team development
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Efficiency and cost control
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Safe working environment
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Continuous improvement
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Team Player
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Demonstrates co-operation within the team and with other departments
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Listens carefully and works well with others
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Has a positive influence on others in the team and clearly enjoys working with people
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Guest Focused
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Anticipates guests’ needs and is sensitive to people from all cultures
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Has a natural, warm smile and a friendly and passionate approach
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Demonstrates confident, helpful and genuine behavior with internal and external customers
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Delivers their Best
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Has energy and sense of urgency for his/her work
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Resourceful, makes things happen and looks for ways to work more efficiently
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Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
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Composed
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Able to stay calm under pressure
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Demonstrates maturity and ability to cope with the unexpected
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Never lets personal feelings interfere with delivering the highest standards
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Trustworthy and responsible
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Excellent records of attendance and punctuality
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Is reliable and demonstrates the ability to work without supervision
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Demonstrates a high level of personal integrity, honesty and trust
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Time Management
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Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
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Listening
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Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees
Licenses or Certifications
Standard Specifications
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.
The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.
