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Housekeeping Operations Manager

2 months ago

Tempe Arizona, United States Embassy Tempe Full time
Job Summary

The Housekeeping Operations Manager is responsible for ensuring efficient operations of the Housekeeping Department in accordance with Embassy Tempe standards as well as supervising the entire Housekeeping Department including rooms, front/back of house public areas, and laundry. Exempt associates are expected to work as much of each workday as is necessary to complete their job responsibilities.

Key Responsibilities:
  • Supervise and direct the work of at least 3 full-time associates or their equivalents.
  • Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time.
  • Job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.
Qualifications:
  • At least 5 years of progressive experience in a hotel or a related field.
  • Or a 2-year college degree and 3 or more years of related experience.
  • Or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Must be proficient in Windows operating systems, Company-approved spreadsheets, and word processing.
  • Must have a valid driver's license for the applicable state.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
  • Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by coworkers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.
Responsibilities:
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain regular attendance in compliance with Embassy Tempe standards as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
  • Comply at all times with Embassy Tempe standards and regulations to encourage safe and efficient hotel operations.
  • Comply with certification requirements as applicable for position, to include: Food Handlers, Alcohol Awareness, CPR, and First Aid.
  • Establish and maintain a key control system for the department.
  • Operate radios efficiently and professionally in communicating with hotel staff.
  • Ensure the proper use of radio etiquette within the housekeeping department.
  • Monitor and direct all Housekeeping and Laundry personnel.
  • Inspect rooms daily and do not schedule an additional Supervisor or Assistant unless occupancy is over 90 rooms or with General Manager's approval (property specific).
  • Ensure compliance to company and brand training using the steps to effective training according to Embassy Tempe standards.
  • Conduct all 90-day and annual employee performance appraisals according to Embassy Tempe S.O.P's.
  • Review Housekeeping staff's worked hours for payroll compilation and submit to accounting on a timely basis.
  • Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
  • Conduct monthly department meetings with housekeeping staff according to Embassy Tempe standards.
  • Prepare employee Schedule according to the business forecast, payroll budget guidelines, and productivity requirements. Submit the Schedule and Wage Progress Report to the General Manager weekly.
  • Handle overall supervision of daily inspection for arriving V.I.P.'s.
  • Ensure lobbies, guest hallways, guest rooms, and the back of the house areas are cleaned to Embassy Tempe standards.
  • Maintain standards regarding Purchase Orders, vouchering of invoices, and checkbook accounting according to Embassy Tempe S.O.P.'s.
  • Maintain required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly/quarterly basis.
  • Conduct monthly and quarterly Housekeeping inventories on a timely basis.
  • Ensure guest privacy and security by correctly following Embassy Tempe procedures.
  • Participate in required M.O.D. coverage as scheduled.
  • Ensure implementation of all Embassy Tempe's policies and house rules.
  • Train and review all 'House Safety' rules and procedures with Housekeeping staff.
  • Motivate, coach, counsel, and discipline all Housekeeping personnel according to Embassy Tempe S.O.P's.
  • Prepare and conduct all Housekeeping interviews and hiring procedures according to Embassy Tempe S.O.P's.
  • Monitor work orders and submit to Engineering department according to procedures; Follow up on Maintenance Requests to ensure completion.
  • Respond to all guest requests, situations, complaints, and accidents presented to Housekeeping in an attentive, courteous, and efficient way.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Attend weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Embassy Tempe standards.
  • Maintain a professional working relationship and promote open lines of communication with other managers, employees, and all other departments.
  • Respond to emergency situations using information contained in M.S.D. sheets. Keep M.S.D. sheets current and easily available.
  • Focus the Housekeeping Department on its role in contributing to the guest service scores.
  • Balance and clear the room status nightly, comparing the PM Housekeeping Report with the computer's room status report and resolve all discrepancies.
  • Maintain and monitor 'Lost and Found' procedures and policies according to standards.
  • Train all Housekeeping personnel to perform their duties to Embassy Tempe standards using the steps to effective training according to Embassy Tempe standards.
  • Ensure that employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  • Conduct daily morning meeting with staff.
  • Conduct weekly walk-through with General Manager and Property Engineer.
  • Use the telephone and computer system for reporting and verifying room status.
  • Ensure valet laundry is recorded for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned (property specific).
  • Properly store, secure, and issue supplies as needed to meet business demands.
  • Complete all reports in a timely and efficient manner as required by management.
  • Establish with General Manager's approval any additional standards as needed for the Housekeeping Department.
  • Review Guest Request log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur.
  • Ensure completion of regular maintenance and cleaning projects on a biannual basis.
  • Monitor all V.I.P.'s special guests and requests.
  • Perform any other duties as requested by the General Manager.