Assistant Director of Housekeeping

At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort.

Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our "power of we" culture.

Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight?

• We offer excellent benefits and perks including one free meal per shift and free theme park access.
• We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun.
• We embrace diversity at our core and offer the opportunity for all team members to reach their potential.
• We invest in training and development opportunities for all team members.
• We promote social responsibility by being a good neighbor in the community.
• We care for you, just as we care for others.

About Loews Sapphire Falls Resort

Join the team at our Caribbean-inspired paradise that creates an island escape in a tropical oasis.

Job Specific

• Responsible for the smooth, efficient, cost effective operation of the Housekeeping Department including labor management, inventory control, and the development and maintenance of a positive and supportive work environment and inter/intra departmental relationships
• Oversees daily assignment of duties to Housekeeping staff
• Analyzes daily room turn and makes staff or procedural adjustments as necessary
• Assists in the management of Housekeeping Rooms Personnel, particularly during heavy turns
• Oversees daily operations of Housekeeping Department to ensure that the highest possible quality standards are consistently maintained and that service is provided in a highly professional manner
• Maintains Housekeeping staffing levels to provide for optimal performance
• Develops and maintains a quality assurance program for all guestrooms, storerooms, and service related to guest floors
• Uses guest comment responses to design additional training programs
• Inspects and evaluates physical condition of hotel daily for cleanliness and necessary repairs
• Ensures removal of Room Service trays from hallways and placement in appropriate location in service landings
• Responsible for overseeing the activities of Housekeeping Staff
• Monitors daily payroll and takes corrective action when disparities occur or productivity drops
• Assumes the duties of Director of Housekeeping in the Director's absence
• Greets and interacts with guests in an outstandingly friendly and professional manner
• Works closely with Guest Services Manager to resolve all room discrepancies before the end of each day
• Possesses full knowledge of all matters relating to the proper administration of the Housekeeping department
• Possesses full knowledge of the specific duties, responsibilities, and skills of every member of the Housekeeping department, particularly those of the Housekeeping Manager, and performs in any capacity as needed
• Maintains close contact and ensures good communication with employees
• Ensures that responsive and efficient repair services are provided to satisfy guest requests
• Investigates guest complaints and takes corrective measures
• Encourages a positive attitude among employees and treats guests and fellow employees with courtesy and respect
• Interviews and makes recommendations regarding hiring of Housekeeping personnel
• Interviews and selects Housekeeping line level personnel
• Provides training for employees regarding OSHA regulations, department policies and procedures, operation of equipment, and daily tasks
• Provides employee safety training to prevent accidents, comply with OSHA regulations, and ensure hotel life safety
• Sets agendas for training
• Evaluates individual employee performance, determines areas in need of improvement or requirements for advancement, establishes goals, objectives and training needs required to attain same
• Coaches, counsels, retrains personnel as needed in order to ensure acceptable performance
• Responsible for projects assigned to second and third shift employees
• Makes special work assignments in advance for special events such as meetings, dinners, dances, etc. that may affect the lobby staff
• Coordinates departmental activities to coincide with other hotel department requirements in order to maintain the overall cleanliness of the guestrooms, public areas, and other assigned areas of responsibility
• Assists Housekeeping Manager in coordinating the repair of Housekeeping equipment such as vacuums, buffers, carts, and furniture
• Plans special lobby cleaning projects and ensures their completion
• Coordinates lobby maintenance projects with Engineering
• Plans maintenance of lobby floors
• Coordinates monthly accounting for all supplies requisitioned from other departments
• Attends staff meetings, Pre-Cons, Rooms Meeting and other special meetings when required
• Sets agendas for Housekeeping meetings and runs meetings as needed
• Schedules and implements training programs for assigned employees and attends and participates in training as needed
• Prepares monthly payroll and budget forecast for public space employees
• Writes and submits yearly performance appraisals for Housekeeping Staff
• Counsels employees regarding both positive and negative aspects of their performance, including accidents and safety violations
• Mediates disputes between employees as necessary
• Keeps Director of Housekeeping informed of all matters significantly affecting the department
• Keeps all other departments informed about Housekeeping operations as needed
• Approves departmental schedules
• In consultation with the Director, prepares master lists of general cleaning and all other cyclical projects
• Periodically inventories supplies and equipment
• Determines discard and maintenance regimes for each machine and equipment piece
• Prepares public area staff schedules, vacation list, and payroll
• Meets and interacts with outside vendors in an outstandingly professional manner
• Stays current with industry related technological improvements geared toward product improvement and increased efficiency
• Performs numerous responsibilities to meet time-sensitive deadlines
• Ensures that responsive and efficient uniform room and repair services are provided
• Prepares department purchase requisitions
• Conducts periodic storeroom inventories to ensure maintenance of adequate par levels necessary to support forecasted operational requirements
• Completes special projects related to housekeeping operations as assigned by the Director of Housekeeping
• Establishes work routines and schedules which address the needs of the hotel and are flexible enough to respond to emergency situations and fluctuations in occupancy
• Assists in the selection of employee uniforms and the determination of uniform purchase requirements
• Attends required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintains communication with other departments within the hotel
• Holds daily, weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental employees
• Interacts with guests to solve problems and ensure satisfaction
• Develops monthly usage reports for cleaning supplies and guestroom supplies
• Creates and maintains control procedures for keys, radios, pagers, etc.
• Creates comprehensive training programs utilizing diverse techniques
• Creates Quality Assurance and Cyclical Programs
• Creates Incentive/Rewards/Recognition Programs
• Creates an environment in which excellent staff morale is fostered and staff retention is a priority
• Ensures efficient operation of HOSTAR System
• Receives the weekly inventory of cleaning and guest supplies for the hotel
• Requisitions supplies needed to maintain weekly par levels
• Ensures that Storeroom is kept well-stocked with all necessary supplies, and ensures that all needed supplies are ordered in sufficient time to prevent shortages
• Works closely with Laundry Manager/Supervisors to ensure that Hotel linen quantity and quality needs are consistently met in a timely and efficient manner
• Ensures that Housekeeping office and storeroom are kept neat and organized
• Responsible for the submission of all performance appraisals for assigned employees
• Evaluates changes in guest needs, the hotels guest mix and industry competitive set, to recommend appropriate product/service and operational changes necessary to ensure guest and employee satisfaction, while maintaining market dominance and exceptional financial performance
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with and enforces hotel uniform and grooming standards

Qualifications

• Thorough knowledge of all matters relating to the proper administration and operation of hospitality housekeeping operations
• Three to five years of management experience in large, fast paced, hotel housekeeping environment
• Ability to maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established guest satisfaction criteria
• Effective management, leadership, organizational, and communication skills
• Able to read and interpret documents
• Able to work with and apply mathematical concepts
• Able to write routine reports and correspondence
• Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Able to speak effectively before groups of guests and hotel employees
• Able to push, stand, stoop, bend, and lift items weighing up to 25 pounds repetitively during entire shift
• Expect to work a flexible schedule including weekends, holidays, evenings and nights

Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.