Assistant Director of Housekeeping

IHG•MA, MA

About The Position

Manage the housekeeping and laundry operation to ensure product quality standards are met and optimum service is provided to hotel guests according to hotel and company business objectives. This is the top job in the housekeeping department and typically manages a large number of housekeeping and laundry employees in a full-service, luxury, resort, or major flagship hotel. The operation may include multiple sites and facilities, major outlets, high-volume catering and convention facilities, and many VIP and key guests.

Requirements

High school diploma or equivalent.
Four years of housekeeping or laundry experience, preferably in a hotel of similar size and complexity, including supervisory experience.
Fluent English.
Ability to carry or lift items weighing up to 50 pounds and push and/or pull approximately 200 pounds.
Ability to frequently stand and move about the facility; handle objects and equipment; and bend, stoop, and kneel.
Communication skills and the ability to interact with guests, employees, and third parties in a way that reflects positively on the hotel, brand, and company.
Reading and writing abilities for paperwork, management reports, interpreting results, giving and receiving instructions, and training.
Frequent use of mathematical skills, including basic math, budgeting, profit-and-loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.
May be required to work nights, weekends, and/or holidays.

Nice To Haves

Some college.
Other languages.

Responsibilities

Manage the housekeeping department’s day-to-day activities, plan and schedule work to ensure proper coverage, and communicate and enforce policies and procedures.
Recommend or initiate salary, disciplinary, and other staffing or human-resources actions in accordance with company rules and policies, and alert management to potentially serious issues.
Ensure staff are properly trained and have the tools and equipment needed to perform their duties.
Develop and implement procedures for managing the quality of housekeeping and laundry services.
Schedule routine inspections of guest rooms and public areas, including furnishings, rooms and suites, equipment, linens, public restrooms, and the lobby; advise employees of deficiencies and instruct them on corrective action.
Monitor, coordinate, and execute special needs and requests for VIPs, repeat guests, and frequency-program members.
Respond to guest complaints and special requests, and ensure corrective action is taken to achieve guest satisfaction.
Control housekeeping expenses and participate in preparing the annual departmental operating budget and financial plans.
Conduct departmental meetings to review procedures and events requiring special handling, and conduct pre-shift meetings covering information relevant to the day’s activities.
Establish par levels for supplies and equipment and replenish shortages and other supplies needed for daily business.
Promote teamwork and quality service through daily communication and coordination with other departments, including Front Office, Guest Relations, Maintenance, and Food and Beverage.
Interact with guests to ensure their satisfaction; work with vendors and contractors on inventory, pricing, service, and performance issues; and interact with regulatory agencies on safety and compliance matters.
Interact with other contacts as needed, including professional organizations, community groups, and local media.
May be responsible for securing lost-and-found items or coordinating the lost-and-found function with other departments.
May assist with deep-cleaning projects or support housekeeping staff during unexpected busy periods.
May serve as manager on duty as required.
May assist with other duties as assigned.