Complex Executive Housekeeper

JOB SUMMARY

Responsible for the daily shift operations of Housekeeping, Recreation/Health
Club and, if applicable, Laundry. Directs and works with employees to verify
property guestrooms, public space and employee areas are clean and well
maintained. Completes inspections and holds people accountable for corrective
action. Position assists in ensuring guest and employee satisfaction while
maintaining the operating budget.

CANDIDATE PROFILE

Education and Experience

•
High school diploma or GED; 2 years experience in the 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

• Verifies guest room status
is communicated to the Front Desk in a timely and efficient manner.

•
Inspects guestrooms on a daily basis.

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

• Inventories stock to verify adequate
supplies.

• Supports and 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.

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

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

• Supervises daily Housekeeping shift operations
and verifies 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 verifies employees do the same with them.

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

•
Verifies employees understand expectations and parameters.

• Verifies
property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local
Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where
applicable.

• Supervises staffing levels to verify that guest service,
operational needs, and financial objectives are met.

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

• Verifies
employee recognition is taking place on all shifts.

• Participates in
an on-going employee recognition program.

• 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.

• Celebrates successes
and publicly recognizes the contributions of team members.

Ensuring Exceptional Customer Service

• Sets
a positive example for guest relations.

• Understands the brand's service
culture.

• 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.