Housekeeping Manager

Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
• Motivate, coach, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.
• Aid in maintaining and controlling all housekeeping equipment.
• Aid in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Aid in ensuring consistency with departmental opening and closing procedures.
• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Ensure that large guestroom turns are managed efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
• Develop employee morale and ensure training of Housekeeping personnel.
• Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
• Aid in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Aid in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
• Monitor work orders and submit to Engineering according to hotel procedures.
• Follow up on work orders to ensure completion.
• Conduct pre-shift meetings for room attendants and housemen.
• Respond to emergency situations using information contained in MSD sheets.
• Keep MSD sheets current and easily available.
• Manage and organize large turn days (including group check-ins or check-outs).
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Must maintain constant communication with Guest Services.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Maintain key control system for house keys.
• Aid in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Use the telephone and computer system for reporting and verifying room status.
• Record all valet laundry for valet cleaners.
• Check and review incoming laundry at end of day to ensure all items have been returned.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Ensure overall guest satisfaction.

Qualifications

• At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree; or a 2-year college degree and 1 or more years of related experience.
• Supervisory experience required.
• Proficient in Windows, Company approved spreadsheets and word processing.