RESPONSABILIDAD GENERAL
Entry level management position that focuses on supporting the day-to-day activities in Housekeeping. Position directs and works with associates to clean and maintain guestrooms and public space. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and associate satisfaction while maintaining the operating budget.
PRINCIPALES RESPONSABILIDADES
Supervises daily shift operations and ensures compliance with all housekeeping policies, standards and procedures.
Responsible of training and auditing of the villa maids and Houskeeping Supervisor
Ensuring of safe work practices and compliance with loss prevention policies and procedures.
Work efficiently with the Engineering Department in relation to guest room maintenance.
Responsible for the maintenance of the general cleaning program.
Perform Manager on Duty shifts if required.
Managing Housekeeping Operations
Attends all pertinent meetings
Ensures knowledge and understanding of all housekeeping policies and trains housekeeping associates.
Oversees all lost and found procedures.
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. Manages linen inventory and guest supplies and does weekly inventory counts of fast rotating supplies.
Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
Works effectively with the Engineering department on guest room maintenance needs.
Ensures all associates have proper supplies, equipment and uniforms.
Assists in supervising an effective inspection program for all guestrooms and public space.
Manages linen inventory and guest supplies and assists in the ordering of supplies as necessary.
Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
Opens and closes the house performing the rooms coordinator role if required.
Ensuring Exceptional Customer Service
Handles guest issues and complaints seeking assistance from superior as necessary.
Assists in the review guest satisfaction results with associates.
Empowers associates to provide excellent customer service within guidelines.
Conducting Human Resources Activities
Supports training initiatives for all current and new associates.
Participates as needed in the investigation of associate accidents.
Communicates performance expectations to Housekeeping associates in accordance with job descriptions for each position and monitors progress.
Coaches, counsels and encourages associates.
Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.
Communicates areas in need of attention to staff and follows up to ensure understanding.
Participates as needed in the interviewing and hiring of Housekeeping associate team members with the appropriate skills.
Handles associate progressive disciplinary procedures as required.
Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance.
Sets a positive example for guest relations.
Participates in the associate performance appraisal process, giving feedback as needed.
Actively participates on elaborate and complete the associates annual trainings program and program for “new hire”.
Management Competencies
Leadership
Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values.
Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required
Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Building Relationships
Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with MVW's Spirit to Serve.
Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Personal Expertise
Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintains inventory systems or logs, and basic cart care.
General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
EIWO (Everything In Working Order) - The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures.
Environmental Sustainability – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations.
Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
High school graduate or equivalent
Fluent in Spanish and English. German a plus
Demonstrated operational experience with results or 2-3 years’ experience in supervising housekeeping groups of 15+
Ability to coordinate multiple activities and to interact with guests and employees
Detail oriented
Must possess strong organizational skills
Willing to relocate/career oriented
Good communication skills
Self motivated and good team player
PHYSICAL JOB REQUIREMENTS
Frequent bending, kneeling and stooping, lifting up to 20kg, climbing ladders and up to 5 floors of stairs
Good visual observation
Resistance to inclement weather conditions (heat and humidity)
Calm and cool temper, excellent command of stress in cases of emergency
Walking and working outside of air controlled areas.
MARGINAL JOB FUNCTIONS
Perform other duties as required to meet the needs of the department or as instructed by Management.
OTHER
Be punctual and wear the name tag and at all times during working hours.
Perform all tasks in a timely manner ensuring all deadlines are met.
Perform other related tasks as assigned by management.
Comply with MVCI policies and procedures.
Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
Maintain an attitude and commitment to provide excellent service to all customers and associates. Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
Maintain a working knowledge of all MVW product lines.
Maintain computer systems knowledge (MS Office, e-mail etc)
Work with all MVCI colleagues as a team, supporting the needs within that team and those of the business at all times.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
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