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Housekeeping Operations Manager

2 months ago

Hot Springs, Virginia, United States Omni Hotels Full time

Job Summary:

The Housekeeping Manager is responsible for the overall management and direction of the Housekeeping and Laundry functions at The Omni Homestead. This includes participating in quality assurance for the Housekeeping department, implementing cost control measures, and providing support to the Director/Assistant of Housekeeping in all areas of the Housekeeping operation.

Key Responsibilities:

  • Guest Service: Provides courteous, personalized, attentive, sincere, consistent Guest Service by responding promptly and efficiently to inquiries, requests, and complaints using Guest Service Skills. Exhibiting hospitality while striving to exceed Guest expectations.
  • Inspections and Quality Assurance: Inspects the cleaning and servicing of guestrooms to ensure Omni standards are met and maintained.
  • Department Management: Assists and manages in the absence of the Director/Assistant of Housekeeping, the Opening and Closing of the Housekeeping Office, assigns special assignments as directed by the Director/Assistant Director of Housekeeper, and reports any repairs or discrepancies of guest rooms and Public Spaces.
  • Supply Management: Ensures that all Guest Room Attendants have appropriate supplies and linens, and assists in the cleaning of guest rooms when necessary.
  • Reporting and Communication: Assists in processing AM and PM room status reports, ensures that the Guest Room Attendant's linen cart is neat and well-organized, and ensures that linen closets on guest room floors are completely stocked.
  • Problem-Solving and Conflict Resolution: Resolves difficult or unusual problems arising with Guests, while maintaining good Guest relationships, demonstrating outstanding hospitality through the corrective action taken.
  • Communication and Collaboration: Maintains open and clear communication with all departments and Guests to ensure consistent service, identifies ways of improving the efficiency and effectiveness of our service to Guests by actively participating in the Omni Service Tradition program, and assists the Director/Assistant Director of Housekeeper with all departmental functions and concerns.
  • Property and Work Area Maintenance: Respects Hotel property and work areas by keeping them clean, well-maintained, stocked, and properly stored, eliminating waste of supplies.
  • Staff Management and Development: Assists in maintaining Omni standards of cleanliness and a consistent Guest experience, assists in maintaining a highly motivated and trained staff that continually strives for excellence in service and cleanliness, and maintains close coordination, communication, and interaction with the Front Office and other departments.
  • Cost Control and Inventory Management: Assists the Director of Housekeeping in all areas of Housekeeping management, including cost controls, inventories, quality assurance inspections, staff supervision, systems and controls, loss prevention, safety, associate morale, and ensures a smooth operation of the Housekeeping Department.

Requirements:

  • Prior Housekeeping Supervisory/Management experience required.
  • Previous Resort experience preferred.
  • High school graduate or equivalent.
  • Must be 21 years of age or older.
  • General computer proficiency and the ability to learn hotel computer programs, Microsoft Word, and Excel.
  • Ability to clearly and pleasantly communicate both verbally and in writing in English with Guests, management, and co-workers, both in person and by telephone.
  • Ability to work well under pressure, managing quick turns and high occupancies.
  • Strong organizational skills.
  • Must be able to work a variety of shifts, including weekends and holidays.
  • Move, bend, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
  • Stand or walk for an extended period or for an entire work shift.
  • Requires repetitive motion of arms, hands, and legs.
  • May work both indoors and outdoors.