Assistant Director of Services

JOB SUMMARY

Assists in managing housekeeping functions and staff on a daily basis
to ensure property guest rooms, public space and employee areas are clean
and well maintained. Directs and works with team to successfully execute all
housekeeping operations. Position focuses on ensuring guest and employee
satisfaction and achieving the operating budget. Responsible for inspecting
areas of responsibilities and following up with a plan for improving
results.

CANDIDATE PROFILE

Education and Experience

• High school diploma
or GED; 2 years experience in housekeeping or related professional area.

OR

• 2-year degree from an accredited university in Hotel
and Restaurant Management, Hospitality, Business Administration, or related
major; no work experience required.

CORE WORK
ACTIVITIES

Managing Housekeeping Operations
and Budgets

• Reviews staffing levels to ensure the guest
service, operational needs and financial objectives are met.

• Obtains
list of rooms to be cleaned immediately and list of prospective check-outs
or discharges to prepare work assignments.

• Inventories stock to ensure
adequate supplies.

• Supervises an effective inspection program for all
guestrooms and public space.

• Understands the impact of department’s
operations on the overall property financial goals and objectives and manages
to achieve or exceed budgeted goals.

• Ensures all employees have proper
supplies, equipment and uniforms.

• Communicates areas that need
attention to staff and follows up to ensure understanding.

• Supervises
daily housekeeping shift operations and ensures compliance with all housekeeping
policies, standards and procedures.

• Participates in departmental
meetings and continually communicates a clear and consistent message regarding
the departmental goals to produce desired results.

Conducting Human Resources Activities

• Uses all
available on the job training tools to train new room attendants and provide
follow-up training as necessary.

• Establishes and maintains open,
collaborative relationships with employees and ensures employees do the same
with them.

• Schedule employees to business demands and for tracks
employee time and attendance.

• Ensures employees understand expectations
and parameters.

• Ensures property policies are administered fairly
and consistently, disciplinary procedures and documentation are completed
according to policy.

• Observes service behaviors of employees
and provides feedback to individuals.

• Ensures employee recognition
is taking place on all shifts.

• Solicits employee feedback, utilizes
an “open door” policy, and reviews employee satisfaction results to identify
and address employee problems or concerns.

• Participates in employee
progressive discipline procedures.

• Review employee satsifaction
results.

• Participates in interviewing and hiring of team members
with the appropriate skills.

Ensuring Exceptional
Customer Service

• Sets a positive example for guest
relations.

• Participates in the development and implementation
of corrective action plans to improve guest satisfaction.

• Empowers
employees to provide excellent customer service.

• Emphasizes guest
satisfaction during all departmental meetings and focuses on continuous
improvement.

• Responds to and handles guest problems and complaints.

• Strives to improve service performance.