Director of Housekeeping

Hyatt Regency Times Square•New York, NY

26d•$120,000 - $140,000•Onsite

About The Position

The Director of Housekeeping is responsible for ensuring that the Housekeeping Department operates in an attentive, friendly, efficient, and courteous manner. The role provides guests with quality service and a clean, safe environment throughout their stay while managing expenses efficiently and maximizing service levels. The position is at the Hyatt Regency Times Square, a full-service hotel with 795 guestrooms, operated by Highgate Hotels.

Requirements

At least 3 years of progressive experience in a hotel or related field; alternatively, a 4-year college degree and at least 1 year of related experience, or a 2-year college degree and at least 2 years of related experience.
Supervisory experience required.
Proficiency with MS Word and MS Excel.
Ability to communicate effectively verbally and in writing with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems effectively, including anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources to meet objectives.
Ability to maintain confidentiality of information.
Ability to maintain regular attendance as required by the hotel's varying scheduling needs.
Ability to maintain high standards of personal appearance and grooming, including wearing a nametag.
Ability to comply with Highgate Hotel standards and regulations for safe and efficient hotel operations.

Responsibilities

Motivate, coach, counsel, and discipline Housekeeping personnel according to Highgate Hotel SOPs.
Ensure compliance with Standard of the Week training and Highgate's effective training standards.
Establish and maintain scheduled cleaning programs and detailed position checklists.
Maintain and control housekeeping equipment.
Ensure compliance with corporate Risk Management standards, including MSDS and HazComm.
Conduct monthly inventories of guest and cleaning supplies, as well as monthly and quarterly Housekeeping inventories.
Ensure large guestroom turns are managed efficiently and maintain consistent departmental opening and closing procedures.
Manage vendor contracts, including dry cleaners and window washers.
Conduct Housekeeping interviews and follow hiring procedures.
Develop employee morale and ensure Housekeeping personnel are trained.
Inspect rooms daily, including rooms with supervisors, and inspect all VIP rooms before arrival.
Ensure public areas, guest rooms, and back-of-house areas meet Highgate Hotel standards for cleanliness.
Maintain required supply pars by ordering Housekeeping and Laundry supplies and amenities monthly or quarterly.
Protect guest privacy and security by following Highgate Hotel procedures.
Monitor work orders, submit them to Engineering, and follow up on their completion.
Conduct pre-shift meetings for room attendants and housemen.
Balance and clear room status nightly, compare housekeeping and PMS reports, and resolve discrepancies.
Review Housekeeping staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Follow Highgate Hotel SOPs for purchase orders, invoice vouchering, and checkbook accounting.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Implement Highgate Hotel policies and house rules, and ensure Housekeeping staff sign off on Service Standards by Position competencies.
Carry and operate a pager and radios professionally, and ensure proper radio etiquette.
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 and monitor special requests, including VIPs, special-needs rooms, and connecting rooms.
Maintain Lost and Found procedures and establish and maintain a key-control system.
Ensure departmental participation in monthly Highgate Hotel team meetings and focus the department on contributing to Medallia scores.
Monitor VIPs, special guests, and requests; review the Housekeeping log book and Guest Request log daily.
Attend required hotel meetings and trainings, participate in Manager on Duty coverage as required, and perform other duties requested by management.
Maintain regular attendance, high standards of personal appearance and grooming, and compliance with Highgate Hotel standards and regulations.
Maximize productivity, identify problem areas, and assist in implementing solutions.

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 in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law