DIRECTOR HOUSEKEEPING

JOB SUMMARY

The Director of Housekeeping 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.

QUALIFICATION STANDARDS

Education & Experience:

• 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 proficient in Windows, Company approved spreadsheet and word processing.

Physical Requirements:

• Long hours sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work and understand financial information and data, and basic arithmetic functions.

DUTIES & FUNCTIONS

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Respond to all guests requests, problems complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Room Division personnel according to Expotel Hospitality Service S.O.P.’s.
• Ensure compliance to Expotel Hospitality Service Standard of the Week training, using the steps toeffective training according to Expotel Hospitality Service standards.
• Establish and maintain a regularly scheduled cleaning program (i.e. 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 (i.e. dry cleaners, window washers, etc.).
• Carry a pager at all times.
• Prepare and conduct all Housekeeping interviews and follow hiring procedures according to Expotel Hospitality Service S.O.P.’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 Expotel Hospitality Service 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 Expotel Hospitality Service 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.
• Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
• Review Housekeeping staff’s work 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 Expotel Hospitality Service S.O.P.’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 Expotel Hospitality Service policies and house rules. Understand hospitality terms.
• 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.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Expotel Hospitality Service standards.
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor “Lost and Found” procedures and policies according to Expotel Hospitality Service standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Expotel Hospitality Service Way Team meeting.
• Focus the Housekeeping Department on their role in contributing to the Guest Service Index (G.S.I.).

Marginal:

• Monitor all V.I.P’s , special guests and requests.
• Review Housekeeping log book and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Use the telephone and computer system for reporting and verifying room status.
• Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Participate in required M.O.D. program as scheduled.
• Conduct meetings according to Expotel Hospitality Service standards as required by management.
• Perform any other duties as requested by the General Manager or Director of Rooms.