Executive Housekeeping Manager

3 weeks ago

Sedona, Arizona, United States MasterCorp, Inc. Full time
Executive Housekeeper Job Description

The Executive Housekeeper is a key member of the MasterCorp team, responsible for overseeing all housekeeping operations at our timeshare resort property. This role requires a proactive leader who can ensure quality and efficiency are delivered by the housekeeping team in line with MasterCorp standards.

Key Responsibilities:

  • Develop and maintain positive relationships with resort management clients.
  • Lead a large housekeeping team in a fast-paced production environment.
  • Work with MasterCorp leaders and support team to ensure high guest satisfaction scores are achieved.

Qualifications:

  • Proven track record of leading, managing, hiring, retaining, and developing teams.
  • Proactive customer service and client service work history in a service environment.
  • Ability to manage conflict.
  • Prior experience managing financial performance and optimal scheduling for large teams.

Essential Functions:

  • Maintain strong working relationships with Front Office to ensure effective communications for operational issues.
  • Inventory stock to ensure adequate supplies.
  • Monitor room cleanliness scores and develop continuous improvement plans.
  • Ensure guestrooms and employee areas are cleaned according to operating standards.
  • Ensure compliance with all housekeeping policies, standards, and procedures.

Departmental Costs:

  • Supervise and approve the budgeting and ordering of guestroom and cleaning supplies.
  • Understand the importance of departmental operations on overall property financial goals and educate staff accordingly.
  • Manage areas of operation to budget by reviewing P&L, budget worksheets, and payroll.
  • Keep the Housekeeping team focused on critical components of operations to drive guest satisfaction and desired financial results.
  • Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

Ensuring Exceptional Customer Service:

  • Respond to and handle guest problems and complaints effectively.
  • Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
  • Empower employees to provide excellent customer service.
  • Develop goals and expectations for direct report managers.
  • Celebrate successes and publicly recognize the contributions of team members.
  • Communicate expectations, recognize performance, and produce desired business results.

Managing the Team:

  • Maintain sufficient staff to ensure smooth operations.
  • Ensure all staff are properly trained for their positions.
  • Ensure property policies are administered fairly and consistently.
  • Establish goals and objectives for all areas of responsibility.
  • Direct staff to strive for continuous improvement in all areas of responsibility.
  • Interview and hire management and hourly employees with the appropriate skills to meet business needs.
  • Manage employee progressive discipline procedures for areas of responsibility.
  • Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
  • Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
  • Ensure employees are treated fairly and equitably.

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