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Housekeeping Assistant Manager

4 months ago

Miami, United States EAST Miami Full time
Job DescriptionJob Description

JOB DESCRIPTION

Position Title: Assistant Housekeeping Manager


Department: Housekeeping

Reports to: Director of Housekeeping/ Housekeeping Manager

Nature of the Job

Basic Purpose & Objective of the Position

To assist with overseeing the operations of the Housekeeping department daily while maintaining the structure and well-being of the department by controlling staffing guidelines and making sure that the standards are met and guest satisfaction. 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.

Main Duties

Customer Service

  • Ensures an excellent quality of service is provided to the customers in a timely manner.
  • Assures 100% guest satisfaction while taking responsibility for each guest.
  • Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
  • Maintains positive internal and external communication while creating relationships.
  • Is familiar with all services, features and local activities to respond to guest inquiries accurately.

Operational

  • Previous experience in Housekeeping management/ supervision.
  • Knowledge of proper cleaning techniques, requirements and use of equipment.
  • Knowledge of proper chemical handling.
  • Ability to provide legible communication.
  • Ability to communicate in English with guests, management, employees, and outside contractors to their understanding.
  • Ability to perform basic mathematical calculations.
  • Ability to communicate in a second language, preferably Spanish.
  • Ability to maintain hotel's standards, policies and procedures with assigned staff.
  • Ability to prioritize and organize work in addition to delegating work to
  • Appropriate individuals.
  • Ability to direct performance of assigned staff and follow up with corrections where needed.
  • Ability to motivate and provide support for entire department and maintain a positive work environment as well as encourage lateral service when possible.
  • Ability to ascertain staff training needs and provide such training.
  • Ability to be a clear thinker in situations of pressure or time constraint while exercising good judgment at all times.
  • Ability to focus attention on details.
  • Ability to endure abundant physical movements in carrying out certain job functions when the situation permits.
  • Ability to maintain confidentiality of hotel guests and pertinent hotel information and convey the same sense of confidentiality to all employees.
  • Ability to ensure the safety and security of all employees.
  • Ability to work with minimum supervision.
  • Previous guest/employee relations training.
  • Provide an environment of positivity and growth while instilling well-being in each employee.
  • Verify status on room reports, determine discrepant rooms, prioritize and update status of departing guest rooms.
  • Must be able to bend, stop, squat and stretch to fulfill cleaning and maintain all areas.
  • Must be able to lift up to 25 lbs. On a regular and continuing basis.
  • Must be able to stand and walk for long period of time.
  • Must be able to work flexible hours, including weekends, evenings and holidays.
  • Ensure that assigned staff has reported to work; delegate documentation procedures to appropriate individuals ensuring that all late and absent employees are documented and disciplined properly.
  • Conduct Daily Quality Line ups as well as Housekeeping Departmental meetings.
  • Ensure that the Housekeeping Department as well as its employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
  • Ensure that employees comply and abide by the employee standards of conduct at all times.
  • Ensure that all employee and management reviews are done in an efficient and timely manner.
  • Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate. Inspect supply levels, cleanliness and organization of floor closets and assign designated employees to rectify any deficiencies.
  • Maintain and update purchase orders and requisitions on a consistent basis.
  • Verify accuracy of DNR rooms in accordance with hotel procedures.
  • Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis. Directly contact respective personnel and relay any deficiencies that are to be corrected.
  • Accommodate guest requests for Housekeeping items or additional supplies expediently and courteously. Follow up on delivery and return of all such items with appropriate employees.
  • Ensure that efficient system is upheld in the maintaining of work orders ensuring that they are adhered to by both Housekeeping and Engineering departments.
  • Monitor and handle any guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
  • Provide feedback on staff performance to Rooms Executive.
  • Report any disciplinary problems to Human Resources as well as participate in the counseling and growth of employees.
  • Respond to all pages by beeper promptly.
  • Ensure that an accurate inventory is completed at least twice a month pertaining to Housekeeping amenity supplies, standard guest room items, and linen.
  • Document pertinent information in department logbook and/or guest incident action forms.
  • Complete all paperwork and duties before leaving.
  • Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor.
  • Successfully complete the training/certification process for this position.
  • Assist in other areas of Housekeeping when needed.
  • Attend designated meetings.
  • Perform other duties and handle projects as assigned by Dir of Housekeeping
  • Coordinate Daily operational activities.
  • Trainer champion for new room attendants, preparation of paperwork, lead training and follow up
  • Direct responsible of housemen performance and supervisors
  • Responsible of monitoring room attendant and housemen inspections.
  • Responsible of coaching and mentoring in areas of opportunities to other team members.
  • Champion on creating our Activities calendar and deep cleaning calendar
  • Preparation of team schedule based on budget and ensure proper labor management.
  • Open the house and assigned the house when needed.
  • Cover housekeeping coordinator role when needed.

People Development

  • Supports Swire Hotels’ cultural and people development implementations and characteristics.
  • Promotes awareness of brand image internally and externally.
  • Develops and maintains positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

Other Duties

  • Attends and contributes to all training sessions and meetings as required.
  • Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
  • Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
  • Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
  • Ensures high standards of personal presentation and grooming.
  • Responds to changes within the Revenue and Sales and Marketing Departments, as dictated by the industry, company and hotel.
  • Carries out any other reasonable duties and responsibilities as assigned.

Skills, Qualifications and Experience Requirements

  • Bachelor Degree preferred
  • Housekeeping supervisory experience.
  • 4+ year’s minimum experience in a luxury hotel environment in the Housekeeping Department.
  • Ability to multi-task and set priorities
  • Strong project management skills
  • Detail-oriented with strong follow-up and decision making skills
  • Flexibility in a fast-paced global environment
  • Strong work ethic
  • Demonstrate initiative and exercise good judgment
  • A willingness to work a flexible schedule
  • Proficiency with Microsoft office functions and any required business software
  • Possess a good command of the English language and the ability to pleasantly communicate with guests, both in person and on the telephone.
  • Identify employees for possible promotions.
  • As situations dictate, discipline employees with intent to improve performance, attitude and appearance,
  • As necessary, establish new standards to provide the guests the highest quality of service.
  • Through close communication with Director of Housekeeping recommend areas in need of improvement.
  • Through proper scheduling, keep payrolls costs within budgeted guidelines.
  • Responsible for proper quality control and daily monitoring of staff.
  • Spanish preferred