Dir-Services

Job Number: 26094576 | Full Time | On-site at 200 Convention Blvd, San Juan, Puerto Rico, 00907

About the Role

Manages housekeeping functions and staff to ensure property guest rooms, public spaces, and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club, and, if applicable, Laundry. Directs and works with the team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department. Ensures standards and procedures are followed.

Responsibilities

• Maintain a strong working relationship with the Front Office to ensure effective communication for operational issues.
• Obtain lists of rooms to be cleaned immediately and prospective check-outs or discharges to prepare work assignments.
• Inventory stock to ensure adequate supplies.
• Ensure guest rooms, public spaces, and employee areas are cleaned according to operating standards.
• Ensure compliance with all housekeeping policies, standards, and procedures.
• Initiate and maintain an effective inspection program for rooms, public areas, employee work and locker areas, storage areas, recreation areas, laundry areas, garage, and grounds.
• Supervise and approve the budgeting and ordering of guest room and cleaning supplies.
• Understand the importance of the department’s operation on the overall property financial goals and educate staff as appropriate.
• Manage areas of operation to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
• Keep the Housekeeping team focused on critical components of operations to drive guest satisfaction and desired financial results.
• Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
• Respond to and handle guest problems and complaints effectively.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Empower employees to provide excellent customer service.
• Develop goals and expectations for direct report managers.
• Celebrate successes and publicly recognize team members' contributions.
• Review employee satisfaction results to identify and address employee problems or concerns.
• Communicate expectations, recognize performance, and produce desired business results.
• Ensure property policies are administered fairly and consistently.
• Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Establish goals and objectives for all areas of responsibility.
• Direct staff to strive for continuous improvement in all areas of responsibility.
• Interview and hire management and hourly employees with the appropriate skills to meet business needs.
• Manage employee progressive discipline procedures for areas of responsibility.
• Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Ensure employees are treated fairly and equitably.

Requirements

• High school diploma or GED; 2 years of experience in housekeeping or a related professional area.
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.