Asst. Housekeeping Mgr
US-MA-Boston
Management
Req #: 78564
Type: Full-Time
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Overview: The Assistant Housekeeping Manager is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels. Responsibilities: * Maintain a warm and friendly demeanor at all times. * Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. * 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. Follow up to ensure guest satisfaction. * Motivate, coach, counsel and discipline all housekeeping personnel according to Highgate Hotel SOP's. * Ensure compliance with Standard of the Week training, using the steps to effective training according to Highgate Hotel standards. * Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position. * 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 by supervisors on a daily basis. * Assist the Director of Housekeeping inspecting all VIP rooms prior to arrival. * Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards. * Assist in maintaining required pars of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis. * Assist in conducting monthly and quarterly housekeeping inventories on a timely basis. * Ensure guest privacy and security by correctly following Highgate Hotel procedures. * Monitor work orders and submit them 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. * Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies. * Assist in reviewing housekeeping staff's worked hours for payroll compilation and submit to accounting on a timely basis. * Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. * Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting. * Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments. * Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. * Ensure sign off of all Service Standards by Position competencies for housekeeping staff. * Carry a pager at all times. Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department. * 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 meetings 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. Ensure participation within the department for the monthly Highgate Hotel team meeting. * Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores. * Monitor all V.I.P.'s, special guests and requests. * Review Housekeeping logbook and Guest Request log on a daily basis. * Assist 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 the end of the 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: Education & Experience: * 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 is required. * Must be proficient in Windows, Company approved spreadsheets and word processing. Physical requirements: * Long hours are sometimes required. * Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly lift, carry, push, pull or otherwise move objects. General Requirements: * Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner. * Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. * Must be able to multitask and prioritize departmental functions to meet deadlines. * Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner. * Attending all hotel required meetings and trainings. * Participate in M.O.D. coverage as required. * Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. * Maintain high standards of personal appearance and grooming, including wearing nametags. * Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. * Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions. * Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary. * Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. * Must be able to maintain confidentiality of information. * Perform other duties as requested by management.
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