Hyatt Place Baltimore Washington Airport - Housekeeping Manager OEM

About the Role

Ensure efficient operations of the Housekeeping Department in accordance with Aimbridge Hospitality standards. Supervise the entire Housekeeping Department, including rooms, front/back of house, public areas, and laundry. Management-level associates are expected to work as much of each workday as necessary to complete their job responsibilities; overtime applies and is calculated accordingly.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Proficient in Windows operating systems, company-approved spreadsheets, and word processing.
• Valid driver’s license for the applicable state.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to work well in stressful, high-pressure situations while maintaining composure and objectivity.
• Effective problem-solving skills, including anticipating, preventing, identifying, and resolving workplace issues.
• Ability to assimilate complex information from disparate sources and adjust to meet constraints.
• Strong listening skills to understand, clarify, and resolve concerns raised by coworkers and guests.
• Ability to work with and understand financial information, data, and basic arithmetic functions.

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards.
• Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
• Comply with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements, including Food Handlers, Alcohol Awareness, CPR, and First Aid.
• Establish and maintain a key control system for the department.
• Operate radios efficiently and professionally, ensuring proper radio etiquette within the housekeeping department.
• Monitor and direct all Housekeeping and Laundry personnel.
• Inspect rooms daily; do not schedule an additional Supervisor or Assistant unless occupancy exceeds 90 rooms or with General Manager’s approval.
• Ensure compliance with company and brand training using the steps to effective training.
• Conduct 90-day and annual employee performance appraisals according to Aimbridge Hospitality S.O.P.’s.
• Review Housekeeping staff’s worked hours for payroll compilation and submit to accounting on a timely basis.
• Develop a manager as assigned by the Corporate Office, including sign-off on all competencies and assisting in placement.
• Conduct monthly department meetings with housekeeping staff.
• Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements; submit the schedule and Wage Progress Report to the General Manager weekly.
• Handle overall supervision of daily inspections for arriving V.I.P.’s.
• Ensure lobbies, guest hallways, guest rooms, and back-of-house areas are cleaned to Aimbridge Hospitality standards.
• Maintain standards for Purchase Orders, vouchering of invoices, and checkbook accounting.
• Maintain required pars of all Housekeeping and Laundry supplies by ordering needed supplies and amenities monthly/quarterly.
• Conduct monthly and quarterly Housekeeping inventories on a timely basis.
• Ensure guest privacy and security by following Aimbridge Hospitality procedures.
• Participate in required M.O.D. coverage as scheduled.
• Ensure implementation of all Aimbridge Hospitality policies and house rules.
• Train and review all "House Safety" rules and procedures with Housekeeping staff.
• Motivate, coach, counsel, and discipline all Housekeeping personnel according to Aimbridge Hospitality S.O.P.’s.
• Prepare and conduct all Housekeeping interviews and hiring procedures according to Aimbridge Hospitality S.O.P.’s.
• Monitor work orders and submit to the Engineering department; follow up on Maintenance Requests to ensure completion.
• Respond to all guest requests, situations, complaints, and accidents in an attentive, courteous, and efficient way.
• Attend monthly all-employee team meetings and weekly staff meetings; provide training on a rotational basis.
• Maintain professional working relationships and promote open lines of communication with managers, employees, and all other departments.
• Respond to emergency situations using information contained in M.S.D. sheets; keep M.S.D. sheets current and easily accessible.
• Focus the Housekeeping Department on its role in contributing to guest service scores.
• Balance and clear the room status nightly, comparing the PM Housekeeping Report with the computer’s room status report and resolve all discrepancies.
• Maintain and monitor "Lost and Found" procedures and policies according to standards.
• Train all Housekeeping personnel to perform their duties to Aimbridge Hospitality standards.
• Ensure employees are attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Conduct daily morning meetings with staff.
• Conduct weekly walk-throughs with the General Manager and Property Engineer.
• Use the telephone and computer system for reporting and verifying room status.
• Ensure valet laundry is recorded for valet cleaners; check and review incoming laundry at the end of the day to ensure all items are returned.
• Properly store, secure, and issue supplies as needed to meet business demands.
• Complete all reports in a timely and efficient manner as required by management.
• Establish, with General Manager’s approval, any additional standards as needed for the Housekeeping Department.
• Review the Guest Request log daily to ensure all requests are met, taking proactive steps to address problems before they occur.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Monitor all V.I.P.’s, special guests, and requests.
• Perform any other duties as requested by the General Manager.

About the Property

Our suburban hotel is located three miles from BWI Airport and across the street from Northrop Grumman. We are minutes from Arundel Mills shopping mall, Maryland Live Casino, and Baltimore attractions such as M&T Bank Stadium and the Inner Harbor. Johns Hopkins University and the University of Maryland Medical Center are a short drive away.

Our goal is to make every guest feel at home. What sets us apart is our team-oriented culture—we think as "we," not "I." We collaborate, support each other, and hold daily Stand-up Meetings to celebrate wins, recognize employees, and discuss ways to continuously improve our service. Our shared commitment is to create unforgettable experiences for our guests. As part of a company managing over 800 hotels worldwide, we take pride in our diverse workforce and people-first approach to business.

Benefits

• Hotel discounts.
• Discount programs.
• Online training courses.
• Management apprentice programs.
• Leadership development opportunities.