Saugatuck Resort - Housekeeping Manager OEM

About the role

The Housekeeping Manager oversees the efficient operations of the Housekeeping Department in accordance with Aimbridge Hospitality standards, supervising all aspects including rooms, front/back of house, public areas, and laundry.

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, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Operate radios efficiently and professionally in communicating with hotel staff.
• Monitor and direct all Housekeeping and Laundry personnel.
• Inspect rooms daily and do not schedule an additional Supervisor or Assistant unless occupancy is over 90 rooms or with General Manager's approval (property specific).
• Ensure compliance to company and brand training using the steps to effective training according to Aimbridge Hospitality standards.
• Conduct all 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.
• Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
• Conduct monthly department meetings with housekeeping staff according to Aimbridge Hospitality standards.
• Prepare employee Schedule according to the business forecast, payroll budget guidelines and productivity requirements. Submit the Schedule and Wage Progress Report to the General Manager weekly.
• Handle overall supervision of daily inspection for arriving V.I.P.'s.
• Ensure lobbies, guest hallways, guest rooms and the back of the house areas are cleaned to Aimbridge Hospitality standards.
• Maintain standards regarding Purchase Orders, vouchering of invoices and checkbook accounting according to Aimbridge Hospitality S.O.P's.
• Maintain required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly/quarterly basis.
• Conduct monthly and quarterly Housekeeping inventories on a timely basis.
• Ensure guest privacy and security by correctly following Aimbridge Hospitality procedures.
• Participate in required M.O.D. coverage as scheduled.
• Ensure implementation of all Aimbridge Hospitality's 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 Engineering department according to procedures; Follow up on Maintenance Requests to ensure completion.
• Respond to all guest requests, situations, complaints and accidents presented to Housekeeping in an attentive, courteous and efficient way.
• Attend monthly all-employee team meetings, and any other functions required by management.
• Attend weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Aimbridge Hospitality standards.
• Maintain a professional working relationship and promote open lines of communication with other 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 available.
• Focus the Housekeeping Department on its role in contributing to the 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, using the steps to effective training according to Aimbridge Hospitality standards.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Conduct daily morning meeting with staff.
• Conduct weekly walk through with 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 end of day to ensure all items have been returned (property specific).
• 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 Guest Request log daily to ensure that all requests have been 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.

Qualifications

• At least 5 years of progressive experience in a hotel or a 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.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must have a valid driver's license for the applicable state.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Maintain composure and objectivity under pressure.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Able to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests.
• Able to work with and understand financial information and data, and basic arithmetic functions.