Executive Housekeeper

Executive Housekeeper.

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENCSE, ETC):

SUMMARY: The Executive Housekeeper is responsible for the overall cleanliness of the hotel, including rooms and public areas. Major responsibilities include ensuring guests are satisfied with hotel cleanliness; responding to guests' needs; ensuring safety and security of rooms; maintaining inventory and cost controls; selecting, training, maintaining, and managing a motivated and skilled workforce. Establishes a friendly atmosphere of superior guest service and product quality and provides exemplary performance for staff to follow.

Professional Experience

• Preferably 3 years’ experience in customer service, hotel, administrative, human resources, legal, educational, training, or business-related field
• Preferably 1-year experience as housekeeper/room attendant in hotel environment

Essential Functions

• Maintain hotel’s cleanliness standards for both guest rooms and public areas and inspects them to ensure that standards are met.
• Trains staff in all aspects of housekeeping including guest service.
• Administers guest satisfaction inspection procedures and reports.
• Maintains key control and lost-and found and ensures staff is trained to follow correct procedures for both.
• Plans work schedules and room assignments with minimum disruption to guests.
• Be flexible and willing to perform other tasks as necessary or requested.
• Wear room hotel uniform per hotel standards; adhere to professional grooming standards.
• Maintain proper labour plans and ensure labour budget is met.
• Maintains inventory of supplies and ensure staff follows proper inventory/cost control procedures.

Guest Service

• Maintains guest service as the driving philosophy of the hotel.
• Personally, demonstrates a commitment to guest service by responding promptly to guests' needs with an interest and concern in satisfying every guest.
• Ensures housekeeping staff, including all new hires are trained to meet service standards.
• Develops added-value customer service programs regarding housekeeping services.
• Empowers housekeeping staff to deliver great guest service by encouraging responsiveness to guests' needs.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Engage every guest in conversation and recognition.
• Resolve any guest issue immediately.
• Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests.

Human Resource Management

• Manages human resources functions including recruiting, selecting, orientation, training, performance planning and evaluating ad pay/reward programs to maintain a skilled, qualified workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes training and development as a way of doing business to empower employees to provide excellent guest service.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely way.
• Ensures housekeepers know responsibilities and manage against those responsibilities.
• Ensures employees know policies and pay procedures.
• Uses ongoing safety training to minimize worker's compensation claims.
• Monitors and maintains acceptable turnover levels.

Profit Management

• Assists in annual budget preparation.
• Anticipates revenue/cost problems in department.
• Tracks financial and operating information on ongoing basis to adjust plans, labour and other costs.
• Produces accurate financial reports on time.
• Orders and buys cleaning supplies, linens, and chemicals at the best prices.

Safety and Security

• Understands and implements laws which apply to housekeeping supplies and chemicals.
• Recognizes and corrects conditions which may create security, fire, or accident hazards.
• Understands and implements hotel's key control system.

Computer Experience

Proficiency in:

·         Microsoft word

·         Excel

·         PowerPoint

·         Data entry

·         Database management systems

Emotional Intelligence

• Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
• Ability to anticipate guests’ needs.
• Embraces and respects diversity and multicultural environment.

Skills

·         Excellent communication; orally and written

Education

• Background screening for previous criminal history
• At least 1 year of higher education (beyond high school or G.E.D.)

Strengths

·         Social

·         Speaks in guests’ preferred language

·         Organizational

·         Administrative

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.