Overview
The Executive Housekeeper is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.
Responsibilities
- Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.
- Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
- Establish and maintain a regularly scheduled cleaning program ( floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
- Maintain and control all housekeeping equipment.
- Ensure compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
- Conduct monthly guest supplies and cleaning supplies inventories.
- Ensure that large guestroom turns are managed efficiently.
- Ensure consistency with departmental opening and closing procedures.
- Manage vendor contracts ( dry cleaners, window washers, etc.).
- Prepare and conduct all Housekeeping interviews and follow hiring procedures according to Highgate Hotel International SOP's.
- Develop employee morale and ensure training of Housekeeping personnel.
- Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
- Inspect all VIP rooms prior to arrival.
- Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
- Maintain required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
- Conduct monthly and quarterly Housekeeping inventories on a timely basis.
- Ensure guest privacy and security by correctly following Highgate Hotel procedures.
- Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
- Conduct pre-shift meetings for room attendants and housemen.
- Balance and clear room status nightly; compare the housekeeping report with the PMS room status report and resolve any discrepancies.
- Review Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
- Carry a pager at all times. Operate pagers and radios efficiently and professionally in communicating with hotel staff.
Ensure the proper use of radio etiquette within the department.
- Manage and organize large turn days (including group check-ins or check-outs).
- Monitor out-of-order, out-of-service, discrepant and show rooms.
- Must maintain constant communication with Guest Services.
- Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
- Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Highgate Hotel team meeting.
- Focus the Housekeeping Department on their role in contributing to Medallia Scores.
- Monitor all 's, special guests and requests.
- Review Housekeeping log book and Guest Request log on a daily basis.
Qualifications
At least 3 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 1 year of related experience;
or a 2-year college degree and 2 or more years of related experience.
- Supervisory experience required.
- Must be profecient with MS Word and MS Excel.
- Long hours sometimes required.
- Medium work - Exerting up to 50 pounds of force occasionally, and / or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Participate in coverage as required.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, including wearing nametags.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by management.
16 days ago