Housekeeping Manager

1 week ago

Memphis, Tennessee, United States Peabody Hotels & Resorts Full time

JOB OVERVIEW:


Supervise, train and inspect the performance of assigned Supervisors, Housepersons, Guest Room Attendants, Turndown Attendants, Linen Room Attendants, and Public Space Cleaners ensuring that all procedures are completed to the hotel's standards.

Assist where necessary to ensure optimum service to guests.

REPORTS TO: Director of Housekeeping, Assistant Director of Housekeeping

SUPERVISES: All Housekeeping and Laundry associates.

WORK ENVIRONMENT:


All guest room corridors, guest rooms, laundry area, elevators, stairwells and service areas, linen closets, associate restroom and vending area and storage closets.


Job involves working:

  • under variable temperature conditions (or extreme heat or cold).
  • under variable noise levels.
  • outdoors/indoors.
  • around fumes and/or odor hazards.
  • around dust and/or mite hazards.
  • around chemicals.
  • around bio-hazards.

KEY RELATIONSHIPS:

Internal:
Associates in all departments.

External:
Hotel guests/visitors and outside contractors.

ESSENTIAL JOB FUNCTIONS

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and 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: status of hotel room count, group arrival, VIP's, special events and knowledge of job responsibilities of associate.
  • Ensure that assigned associate reports to work and clocks in properly. Document any late or absent employees.
  • Document call offs and replace for any shift.
  • Coordinate breaks for assigned associates.
  • Prepare and distribute assignments to assigned associate and review priorities.
  • Assign designated keys, radios and electronic devices to assigned associate. Maintain accurate record of such and ensure security of keys.
  • Communicate additions or changes to the assignments as they arise throughout the shift.
  • Inspect guest rooms, guest corridors, elevator foyer area, vending area, service area including linen closet, associate restroom and storage area.
  • Check all associates for proper work attire and grooming.
  • Check all equipment used by direct subordinates for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies.
  • Inspect public areas/bathrooms, restaurants, offices and service areas after being cleaned by respective personnel, using designated checklists. Directly contact respective personnel and relay any deficiencies to be corrected.
  • Complete work orders for maintenance repairs and submit to Engineering directly for urgent repairs.
  • Accommodate guest requests for items or additional supplies expediently and courteously. Follow up on delivery and return of all such items.
  • Conduct training of associate as assigned.
  • Provide feedback on associate performance to manager. Report disciplinary problems to manager and participate in the counseling of employees.
  • Document pertinent information in department per existing standards.
  • Accurately maintain time records utilizing existing software and standard operating procedures.
  • Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action with on-coming manager and/or supervisor.

SECONDARY JOB FUNCTIONS

  • Assist in other areas of Housekeeping as assigned.
  • Attend designated meetings.
  • Maintain proper inventories.

Requirements

QUALIFICATIONS

Essential:

1. 2-3 years experience as a supervisor.

  • Supervisory experience in hotel industry.
  • Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.
  • High school graduate or equivalent experience.
  • Fluency in English, both verbal and written. Ability to provide legible communication.
  • Compute mathematical calculations.
  • Ability to work with multi national and diverse workforce.

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 judgment.
  • follow directions thoroughly.
  • communicate clearly to associates.
  • understand guests' service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • ascertain departmental training needs and provide such training.
  • direct performance of associate and follow up with corrections when needed.
  • utilize communication equipment (i.e., telephones, radios and electronic devices and apps).
  • satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
  • maintain regular and punctual attendance.
  • adhere to Peabody grooming standards.
  • uphold and exemplify Peabody Service Excellence.

Desirable:

  • Previous luxury hotel experience.
  • Previous guest relations training.
  • Multilingual

PHYSICAL ABILITIES

Essential:

  • Exert physical effort in transporting 100 to 150 pounds to work areas.
  • Endure various physical movements throughout the work areas.
  • Ability to stand and walk through out shift.
  • Ability to bend, squat, kneel and reach.
  • Ability to hear guest voices through a closed door.
  • Ability to work with chemicals (i.e., cleaners, disinfectants) and with prolonged exposure to water.
  • Ability to lift and move approximately 50 pounds.
  • Ability to perform tasks requiring sustained repetitive motion (i.e., cleaning windows and vacuuming).

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 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.

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