MANAGER - HOUSEKEEPING FLOOR

Overview

To work with the Director of Housekeeping and the Assistant Director of Housekeeping to manage the team and ensure Hard Rock Hotels exceptionally standards are sustained. The Housekeeping Floor Manager is responsible for overseeing the daily operation of the housekeeping department to ensure that the guest rooms, public areas, and back of house of the hotel are kept clean and orderly. Additionally, the Housekeeping Floor Manager provides support and guidance to the Housekeeping team.

Responsibilities

• Supervise department operations. Maintain regular presence throughout the department.
• Supervise employees to ensure assigned duties are completed to standard and a positive guest experience is delivered
• Monitor /prevent HotSos escalations
• Ensure that our guest accommodation and all areas front and back of house are always maintained in a spotless condition
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Ensure control of all keys required to operate the department.
• Highly attentive to small details.
• Help create and modify the weekly work schedule, as needed.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Supervise and participate in periodic department inventories.
• Maintain awareness of guests in corridors, greeting guests in passing, using names when known, moving carts to allow guests to pass, and turning off vacuum cleaners when guests are present.
• Assist with inventory
• Inspect rooms

• Ensure that all Guest complaints are dealt with professionally, promptly, and efficiently and referred to the Duty Manager as necessary.
• Ensure security of any assigned pagers, Pods and Ipad and panic devices
• Assign panic devices, pages, ipods to HSK TMS
• Carry out daily duties as directed by the Director of Housekeeping
• Deal with lost property promptly and efficiently according to the hotel procedure.
• Ensure that lost properties are reported and turned in to Security any valuable items are referred to the Duty Manager.
• Assign special daily duties to room attendants & Houseman

• Ensure that all equipment is in good working order and is correctly used and always maintained

• Ensure that maintenance is reported promptly and correctly and that action by the relevant department is followed up.
• Supervise the Room Attendants and Houseman in cleaning to the standard required.
• Ensure that any repairs to soft furnishings are dealt with promptly and followed up on.
• Ensure that any stains on carpet and soft furnishings are dealt with promptly. Any problem stains must be reported immediately and logged into hotsos
• Complete all paperwork and records in accordance with departmental procedures.
• Monitor and update the computer system on the room status.
• Undertake early and late shifts as required by rotation.
• Attend meetings as required.
• Monitor the progress of all new and existing staff members.
• Identify training needs and carry out job training for all staff in allocated areas.
• Be fully aware of all departmental procedures and to ensure that these are always carried out.

• Enter guest rooms according to procedures, including respecting Do Not Disturb rooms.
• Inspect Room Attendants in deep cleaning guest rooms.
• Ensure all equipment in guest room is in working order and all amenities are free of damage,
• Update room status during shift, ensuring supervisor reports are reflected in Opera and discrepancies are resolved.
• Coordinate out of order rooms with Front Office and Engineering.
• Answer calls to housekeeping. Take and dispatch guest requests, ensuring all loaned items are tracked.
• Coordinate vacuum cleaner repairs.
• Maintain Housekeeping office.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Conduct department Sound Checks.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Ensure compliance with all applicable laws and regulations.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

• 3+ years’ experience in housekeeping.
• 2+ years of post-secondary education or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

SKILLS

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to operate potentially hazardous equipment.

ADDITIONAL REQUIREMENTS

• Understanding of lifestyle hotels.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Ability to work evenings, weekends, and holidays, as needed.