Assistant Manager Housekeeping at The Pearl

Description

Job Summary: The Assistant Housekeeping Manager is responsible for assisting the Director of Lodging and Housekeeping Manager with housekeeping operations. The Assistant Housekeeping Manager will lead training initiatives to achieve the highest levels of guest satisfaction, quality service and compliance with St.Joe policies and procedures while meeting/exceeding financial goals. This position will focus on both short term and long term operations and planning for the housekeeping department and enforce a through quality assurance program, appropriate coach and counsel sessions, operating within departmental budget constraints and assist Director of lodging with guest experience enhancements, revenue strategies and any other strategies needing implemented. 

 

Job Responsibilities: 

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

• Train by instruction and practice, both formally and on-the-job; and update staff on any new laws or regulations necessary to safely perform their tasks. 

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

•  Properly train all staff on company policies and procedures set forth by St. Joe and enforced on a daily basis. 

• Assist with scheduling/staffing needs for all positions. 

• Ensure time edits are being checked and staff take breaks as possible. 

• Control all expenditures relating to Housekeeping, including, labor, guest room supplies, and all cleaning supplies and equipment. 

• Provides courteous, personalized, attentive, sincere, consistent Guest Service by responding promptly and efficiently to inquiries, request & complaints using guest service skills. Exhibiting hospitality while striving to exceed guest expectations. 

• Resolves difficult or unusual problems arising with guests, while maintaining good guest relationships, demonstrating outstanding hospitality through the corrective action taken. 

• Maintains open and clear communication with all departments and guests to ensure consistent service. 

• Identify ways of improving the efficiency and effectiveness of our service/operations for our staff and our guests 

• Work closely with Housekeeping Supervisor(s) with all of the following departmental functions and concerns: assist with opening and the PM shift, maintaining turnover to an acceptable level, maintaining uniform control, purchasing and issuance, guest requests, monthly meetings, quality assurance in public space and guest rooms, linen and supply inventories. 

• Monitor Housekeeping inventories to ensure adequate levels are maintained at all locations. 

•  Conduct inspections of guest rooms and provide feedback to room attendants on a daily basis. 

• Communicate with the Front Desk, Sales, and Maintenance Departments to ensure a high quality product and service level is delivered to our guests. 

• Respects Hotel property and work areas by keeping them clean, well maintained, stocked, and properly stored and eliminates waste of supplies. 

• Lead the housekeeping team to maintaining company standards of cleanliness and a consistent guestroom/guest experience. 

• Assists in maintaining a highly motivated and trained staff that continually strives for excellence, in service and cleanliness. 

• Schedule the cleaning of the room carpets, upholstery, and draperies as needed, along with deep cleaning projects and window cleaning as necessary. 

• Schedule cleaning for lobby area, public restrooms, telephone areas, hallways, entrances, elevators, Spa, and common areas. 

• Schedule cleaning for periodic major cleaning projects including carpet shampooing, cleaning of walls and baseboards, cleaning of windows, elevator doors and tracks. 

• Schedule cleaning of all meeting rooms after a completed function. 

• Schedule deep cleaning of all meeting rooms on periodic basis including carpet shampooing, cleaning of walls and baseboards, cleaning of windows, etc. 

• Confirm all housekeeping staff members have arrived or find substitutes for absent employees. 

• Prepare room assignment for the attendants.  Distribute room assignments and keys. 

• Check floors periodically, update the current room status, and identify opportunities for House person service. 

• Check hotel's computer for information concerning room status and enter updated room status. 

• Orient and familiarize new personnel with hotel facilities and operating hours. 

• Maintain good performance and productivity levels by setting quality standards following hotel procedures and policies. 

• Establish quality-cleaning programs to ensure appearance and life of all furniture, fixtures and equipment. 

• Submits requests for repair of cleaning equipment. 

• Put together a successful Preventative Maintenance program for the guest rooms and commons areas. 

• Routinely inspect linen and ensure quality is up to company standards. 

• Work with vendors involved in our housekeeping operations to ensure service levels are maintained. 

• Review current procedures and guest room supply and look for ways to improve/innovate the guest room experience.  

• Conduct daily stand up training sessions for the staff. 

• Rotate shifts to include PM work shifts for the turndown service. 

• Maintain complete knowledge of and comply with all department policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment.  

• Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of the day. 

• Maintain positive guest relations at all times. 

• Be familiar with all hotels services/features and local attractions/activities to respond to guest inquires accurately. 

• Resolve guest complaints and concerns to ensure guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Qualifications

Education and Experience: 

• 3 years’ experience in a similar role or in a supervisory role 

• Previous Hospitality experience preferred  

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs  

• Ability to read, write, speak, understand, and communicate in basic English preferred.  

 

Knowledge, Skills, & Abilities: 

• Detail oriented and thorough   

• Ability to remain discreet and respect the privacy of guests  

• Ability to perform consistent work to the highest of standards  

• Ability to interact with guests in a pleasant friendly way  

• Ability to lead a team effectively and efficiently  

• Advanced knowledge of housekeeping operations  

• Ability to retain and enforce safety procedures  

• Advanced knowledge of cleaning operations  

• Advanced knowledge of sanitation operations  

• Ability to solve conflicts individually  

• Good communication skills are an asset  

• Good organizational skills  

• Workplace Hazardous Materials Information System (WHMIS) is an asset  

• Exceptional time management skills Ability to be proactive in carrying out and overseeing the completion of assigned duties   

• Ability to operate Microsoft Word, Excel and Outlook proficiently 

• Ability to solve complex problem 

• Ability to efficiently manage resources  

• Extensive knowledge of operating housekeeping equipment   

 

Physical Demands: 

• Frequent bending, kneeling, stooping, walking, pushing, and pulling  

• Frequent Keyboarding  

• Must be able to lift 45lbs  

 

Working Conditions: 

• Indoors  

• Exposure to laundry and cleaning chemicals ( with proper PPE)  

• Possible exposure to a somewhat noisy environment   

• Possible exposure to bodily waste