Housekeeping Manager

Duties and Responsibilities: 

• Verifies cottage and club room statuses are communicated to the front desk in a timely and efficient manner
• Inspects units on a daily basis.
• Obtains list of units to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
• Inventories stock to verify adequate supplies.
• Supports and supervises a 100pt inspection program for all cottage, club rooms, and public space.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
• Verifies all employees have proper supplies, equipment and uniforms.
• Communicates areas that need attention to staff and follows up to verify understanding and completion of tasks.
• Supervises daily Housekeeping shift operations and verifies compliance with all housekeeping policies, standards and procedures
• Participates in departmental daily huddles and continually communicates a clear and consistent message regarding the departmental goals to produce desired results
• Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
• Establishes and maintains open, collaborative relationships with employees and verifies employees do the same with them.
• Schedules employees to business demands and tracks employee time and attendance.
• Ensures employees understand expectations and parameters.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
• Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
• Observes service behaviors of employees and provides feedback to individuals.
• Verifies employee recognition is taking place on all shifts.
• Participates in an on-going employee recognition program.
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Participates in employee progressive discipline procedures.
• Celebrates successes and recognizes the contributions of team members.
• Capable of working a flexible schedule including weekends, evenings, and holidays.

Ensuring Exceptional Customer Service

• Sets a positive example for guest relations.
• Understands the brand's service culture.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Empowers employees to provide excellent customer service.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Responds to and handles guest problems and complaints.
• Strives to improve service performance.

Safety Responsibilities and Requirements: 

• Actively demonstrates, encourages, trains and models safety rules and guidelines in accordance with company, OSHA, EPA, DNR and other state and federal law requirements.
• Demonstrates and documents safety training and orientation for all employees.
• Investigates loss producing incidents and reviews prevention recommendations with all employees.
• Actively participates in the safety program by attending meetings, providing and documenting safety training and offering improvement suggestions.
• Takes personal responsibility for safety every day
  
  

Qualification/Requirements/Experience/Education: 

• Minimum of two years of experience in Housekeeping management or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; or relevant work experience
• Ability to train and motivate.
• Excellent history in motivation and continuous training.
• Great communication skills, time management and organization skills
• Proficiency in Microsoft Office