• High school diploma or GED; 2 years experience in housekeeping or related professional area. 

OR 

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. 

CORE WORK ACTIVITIES 

Managing Housekeeping Operations and Budgets  

• Reviews staffing levels to ensure the guest service, operational needs and financial objectives are met. 

• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. 

• Inventories stock to ensure adequate supplies. 

• Supervises an effective inspection program for all guestrooms and public space. 

• Understands the impact of department-s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals. 

• Ensures all employees have proper supplies, equipment and uniforms. 

• Communicates areas that need attention to staff and follows up to ensure understanding. 

• Supervises daily housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures. 

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results. 

Conducting Human Resources Activities 

• Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary. 

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same with them. 

• Schedule employees to business demands and for tracks employee time and attendance. 

• Ensures employees understand expectations and parameters. 

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. 

• Observes service behaviors of employees and provides feedback to individuals. 

• Ensures employee recognition is taking place on all shifts. 

• Solicits employee feedback, utilizes an -open door- policy, and reviews employee satisfaction results to identify and address employee problems or concerns. 

• Participates in employee progressive discipline procedures. 

• Review employee satisfaction results.

• Participates in interviewing and hiring of team members with the appropriate skills.  

Ensuring Exceptional Customer Service  

• Sets a positive example for guest relations. 

• Participates in the development and implementation of corrective action plans to improve guest satisfaction. 

• Empowers employees to provide excellent customer service. 

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. 

• Responds to and handles guest problems and complaints. 

• Strives to improve service performance. 

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