Lead Housekeeper

POSITION SUMMARY

This role is responsible for ensuring efficient operations of the Housekeeping Department in accordance with brand standards, as well as supervising the entire Housekeeping Department including rooms, front/back of house, public areas, and laundry. Assists in supervising housekeeping personnel, training and hiring new team members, cleans and inspects hotel guestrooms, bathrooms, corridors, lobby/public areas and completes laundry by performing the following duties.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Cleans guestrooms, bathrooms, corridors, lobbies and laundry as needed or assigned.
• Assigns work to housekeeping personnel when the Executive Housekeeper is absent.
• Assists in training/developing personnel in housekeeping duties, safety and HGI policies/procedures.
• Communicate regularly with Front Desk on status of room inventory and updates the front desk system as necessary or allowed.
• Ensures guest satisfaction through quick attention to questions, concerns or problems.
• Communicates need for room supplies, furniture/room renovation or replacements, room maintenance.
• Examine carpets, drapes and furniture for stains, damage, or wear. Assists in the planning of carpet shampooing, turning of mattresses and quarterly deep cleaning program.
• Checks and counts linens and supplies.
• Record inspection results notify cleaning personnel of inadequacies. Retrains in areas where performance may be deficient.
• Assists Executive Housekeeper in the proper storage and security of all housekeeping room keys.
• Assists with guest lost and found items.
• Assists in communicating and enforcing GSS scores to team members, stressing the importance of room cleanliness and high ranking.
• Maintains a positive work environment with open communication with Executive Housekeeper regarding any concerns pertaining to operations, team members, equipment, etc.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Indirectly supervises 1-30 employees when the Executive Housekeeper is not present. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include assisting in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

JOB REQUIREMENTS

• Supervise and train housekeeping staff.
• Oversee daily cleaning operations to maintain cleanliness and hygiene standards.
• Schedule and coordinate staff shifts and assignments.
• Inspect rooms and common areas for cleanliness and maintenance issues.
• Ensure compliance with health and safety regulations.
• Maintain inventory of cleaning supplies and equipment.
• Handle guest complaints and special requests promptly.
• Collaborate with other departments to ensure efficient operations.
• Monitor and report on housekeeping budgets and expenses.
• Implement and enforce housekeeping policies and procedures.
• Must be able to handle a crisis in a calm, effective manner. This includes upset guests, fire, tornado, armed robbery and assault, bomb threats and accidents.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

COMPANY VALUES

• Do the Right Thing. Act Ethically. We are responsible for our words, our actions and our results.
• Build Relationships for Life. At Work. At Home. In the Community.
• Solve It. Deliver results through innovation, creative thinking, and problem solving.
• Have Fun. Perform at Your Best. Celebrate Successes.