Housekeeping Manager

				Overview:

The 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:

* 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 to 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.
* Carry a pager at all times.
* 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.
* Assist the Director of Housekeeping in 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 through correctly following Highgate Hotel procedures.
* 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.
* 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.
* 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 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.
* Ensure participation within department for 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 log book 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 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.
* Must be proficient in Windows, Company approved spreadsheets and word processing.
* Long hours sometimes required.
* Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Must be able to effectively communicate both verbally and written, with all level 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.
* Attend 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.
			

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