Asst. Housekeeping Mgr

Highgate Hotels•Paradise Valley, AZ

2d•Onsite

About The Position

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.

Requirements

At least 2 years of progressive experience in a hotel or related field; or a 4-year college degree; or a 2-year college degree and one or more years of related experience.
Supervisory experience required.
Must be proficient in Windows, company-approved spreadsheets, and word processing software.
Long hours may be required at times.
Medium work: exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and constantly to lift, carry, push, pull, or otherwise move objects.
Must be able to communicate effectively, both verbally and in writing, 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.
Attend all hotel-required meetings and training sessions.
Maintain regular attendance in compliance with Highgate Hotel standards, as required by scheduling needs, which may vary according to hotel operations.
Maintain high standards of personal appearance and grooming, including wearing a nametag.
Comply with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and resolving issues as necessary.
Must be able to understand and evaluate complex information and data from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.

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 SOPs.
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 SOPs.
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 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 MSDS sheets.
Keep MSDS sheets current and easily available.
Balance and clear room status nightly; compare the PM Housekeeping report with the PMS room status report and resolve any discrepancies.
Assist in reviewing Housekeeping staff worked hours for payroll compilation and submit to Accounting on a timely basis.
Assist in preparing employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
Maintain Highgate Hotel SOPs regarding purchase orders, invoice vouchering, 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 when communicating with hotel staff.
Ensure proper use of radio etiquette within the department.
Manage and organize large turn days, including group check-ins and check-outs.
Monitor out-of-order, out-of-service, discrepant, and show rooms.
Maintain constant communication with Guest Services.
Monitor and act on special requests as needed, including VIPs, special-needs rooms, connecting rooms, and other guest accommodations.
Attend weekly staff meetings and provide training on a rotational basis using the Steps to Effective Training according to Highgate Hotel standards.
Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
Maintain the key control system for house keys.
Ensure departmental participation in monthly Highgate Hotel team meetings.
Focus the Housekeeping Department on its role in contributing to Guest Service and audit scores.
Monitor all VIPs, special guests, and requests.
Review the Housekeeping logbook and Guest Request log daily.
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 each 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.
Participate in Manager on Duty (M.O.D.) coverage as required.
Perform other duties as requested by management.

Benefits

Medical insurance
dental insurance
vision insurance
life insurance
short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Educational opportunities / Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law