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Job Summary

Provides supervision and direction for all Housekeeping activities of the hotel to ensure the highest levels of cleanliness and guest satisfaction are maintained.

Essential Duties and Resposibilities

• Maintain complete knowledge of and comply with all Resort policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
  • all resort features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all resort and departmental policies and procedures
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor expenses (laundry, guest supplies, cleaning supplies, labor). Track actuals against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Room Attendants, House Persons and Laundry Attendants.
• Monitor the laundry and resolve any congested situations.
• Monitor the room turn process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guests expediently to their rooms.
• Monitor communication logs and ensure that guest requests are followed up within 15 minutes.
• Monitor safe key safety procedures; audit inventory of master keys and ensure that no keys are lost or missing.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Assist with lost/stolen articles, following resort policy.
• Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with to maximize labor costs, deep cleaning and maintenance of rooms.
• Print special requests report and ensure that rooms are set up according to specifications.
• Balance room types daily.
• Review resumes for arriving groups; ensure that all housekeeping items are followed up on.
• Print and review masters for departed groups; check accuracy and distribute to Accounting.
• Review flag reports and follow up accordingly.
• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Coordinate cleaning of late check-outs.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
• Ensure that designated resort entrances are locked at specified times.
• Maintain awareness of undesirable persons on resort premises and escort off property. Contact Management where necessary.
• Ensure all closing duties for staff are completed before staff sign out.
• Conduct a daily training program on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Review status of assignments and any follow-up action with on-coming Supervisor.
• Manage, monitor and make adjustments in order to comply with energy conservation program management.
• This job requires a 80% field work and a 20% administrative work.

Qualifications

• High school graduate or equivalent vocational training certificate.
• 2 years previous supervisory experience in housekeeping, preferably a similar style resort.
• Fluency in English both verbal and non-verbal.
• Computer basic arithmetic.
• Familiarity with staff management and cost controls.
• Ability to:
  • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • follow directions thoroughly.
  • understand guest's service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent resort data.
  • ascertain departmental training needs and provide such training.
  • direct performance of staff and follow up with corrections when needed.
• Input and access information in the resorts property management system/computers/ system
• Desirable:
  • College degree or certification
  • Fluency in a second language, preferably Spanish or Creole.
  • Certification in CPR.
  • Previous managerial experience.
  • Previous guest relations training.