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Director of Housekeeping Operations
2 months ago
Job Title: Director of Housekeeping Operations
Company: Happier People Management
Location: [Not Specified]
Job Type: Full-time
Salary: $130,000 per year
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Free Food & Snacks
- Training & Development
- Team Member Referral Program
Job Summary:
The Director of Housekeeping Operations will be responsible for managing the operations of the Housekeeping department, ensuring that guest rooms, public, member, and employee areas meet the highest standards of cleanliness. The ideal candidate will be able to adapt quickly to the brand, values, and culture of the company, evoking passion and excitement for the process in all involved, while providing an upbeat and positive client and team experience.
Responsibilities:
- General:
- Manage the staff of the Housekeeping Department, including interviewing, training, and scheduling.
- Conduct Performance Evaluations and discipline staff when necessary.
- Ensure communications and follow-up on any problems, guest requests, or special requirements.
- Establish detailed cleaning and preventive maintenance programs to ensure the appearance and life of all furniture, fixtures, and equipment.
- Set and maintain high standards of cleanliness.
- Monitor staff's activities to ensure that standards are being met, staff is being supported, and guest needs are being met.
- Inspect all areas of responsibility daily.
- Work directly with outside contracted companies to ensure quality and timeliness of work.
- Resolve customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Respond to all guest requests in an accurate and timely manner.
- Coordinate the housekeeping needs of hotel guests.
- Culture:
- Work with management teams to develop operational strategies that are aligned with Happier's business strategy and brand standards.
- Champion Happier's service vision for product and service delivery and ensure alignment and continuity amongst the various leadership teams.
- Communicate a clear and consistent message regarding departmental goals to produce desired results.
- Recruitment - Team Development:
- Hire on-brand and culturally aligned team members.
- Train, supervise, coach, and develop team members to provide consistency, diligent follow-through, and direct accountability.
- Assist Leadership Teams in developing and supervising programs that promote a positive work environment for all employees, ensuring that all employment-related processes comply with local regulations.
- Reward and reinforce key accomplishments.
- Ensure ongoing staff development and assist staff in developing for various advanced positions.
- Prepare performance management evaluations.
- Guest and Member Experience:
- Continuously strive to improve and maintain guest and member experiences.
- Actively engage with the member community.
- Maintain a system to review guest and member feedback with leadership team and verify that appropriate corrective action is taken.
- Respond to and handle problems and complaints when required.
- Stay visible and interface with guests and members on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
- Maintain and build trusted relationships with key customers, clients, partners, and stakeholders.
- Team Management:
- Mentor and develop the team of direct reports, managing work allocation, training, problem resolution, performance evaluation, and the building of an effective team dynamic.
- Responsible for building a highly inclusive culture ensuring team members thrive and organizational outcomes are met.
- Ensure effective recruiting, onboarding, professional development, performance management, and retention.
- Oversee training programs ensuring all Operations personnel are highly productive.
- Ensure that all direct reports have the tools necessary to fulfill job expectations and member needs.
- Incorporate member satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
- Set goals and expectations for direct reports using the performance review process that holds staff accountable for successful performance.
Requirements:
- Strong leadership and interpersonal skills.
- Ability to prioritize and adapt to the changing needs of the operation.
- Solid work ethic, good business acumen, and a passion for service.
- College degree preferably specializing in hotel management or business administration, or equivalent experience.
- Minimum 5 years of Housekeeping in a Director or equivalent senior leader role in a luxury hotel.
- Good written and verbal command of the English language.
- Knowledge of Mews Operating System.
- Prior experience with Hotsos.
- Proficient in Microsoft Excel and Microsoft Word.
