Housekeeping Manager

SUMMARY: Monitor the duties performed by the section housekeepers in keeping guest rooms and public areas of the hotel clean and in serviceable condition to ensure procedures are followed, maintain standards and quality service given in a safe, secure, accident-free manner.

DUTIES AND RESPONSIBILITIES:

      Facilitate hiring process, including interviewing, training, and evaluating job performance. Provide ongoing training and development to all positions.

      Interact with all employees in the Housekeeping Department. Evaluate, coach, counsel and provide leadership support.

      Conduct inspections of guest rooms and provide feedback to room attendants.

      Manage administrative duties, including payroll and operating expenses.

Inspect all assigned guest rooms including special clean items and equipment daily to ensure quality service.

Train and monitor housekeepers on their daily responsibilities to ensure house rules, safety rules, security procedures and housekeeping procedures and standards are understood and followed.

Update housekeeping management on the progress and status of each area of responsibility; complete required forms and reports (i.e. room status, discrepancy, late check outs, etc.)

Report safety hazards, theft of room items and items requiring repair to housekeeping management.

Teach and monitor proper handling of guest and stairwells for cleanliness – daily.

Inspect vending areas, storerooms and stairwells for cleanliness – daily.

Notify laundry of linen requirements necessary to clean the early check out rooms.

Respond and comply with all guest requests, issues and problems to ensure customer satisfaction.

Assist with daily cleaning of rooms during peak periods or in the absence of the regular housekeepers.

QUALIFICATIONS:

High school education or equivalent experience

Six months section housekeeper experience in hotel or related service industry.

Customer relation skills.

Must have organizational skills to maintain linen closets and carts.

Ability to read, write and verbally communicate in language understood by subordinates, guests and management.

Must be able to verbally communicate problems to subordinate and direct resolution of problems.

Must possess skill to follow through for positive results.

Must understand and monitor housekeeping room cleanliness standards.

Ability to teach others.

Must comprehend directions and assignments from management.

COMPETENCIES: 

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management--Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Change Management—Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
• Delegation--Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People--Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Quality Management--Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness--Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

• Frequently/Continually required to walk/stand
• Occasionally required to sit
• Frequently required to utilize hand and finger dexterity
• Frequently required to climb, balance, bend, stoop, kneel or crawl
• Frequently required to talk or hear
• Occasionally utilize visual acuity to operate equipment, read
  technical information, and/or use a keyboard
• Frequently required to lift/push/carry items up to 25 pounds/Occasionally up to 50 pounds
• Occasionally exposure to wet and/or humid conditions  (non-weather)
• Occasionally work near moving mechanical parts
• Occasionally work in high, precarious places
• Occasionally work around fumes, airborne particles, or toxic chemicals
• Occasionally exposure to outside weather conditions
• Occasionally exposure to extreme heat or cold (non-weather)
• Occasionally exposure to bloodborne and airborne pathogens or infectious materials
• Occasionally loud noise (examples: construction)
• Occasionally very loud noise (example: jack hammer work)