Executive Housekeeper

Westmont Group•Pittsburgh, PA

About The Position

The Executive Housekeeper is responsible for the successful operation and administration of all housekeeping and laundry (if applicable) departments. The Executive Housekeeper must ensure that the department is continually balanced while focusing on providing an exceptional housekeeping experience to every guest and maximizing department profitability at the same time. The Executive Housekeeper is responsible for ensuring that all housekeeping operations are carried out professionally, to standards, and at the highest level of service. The Executive Housekeeper will achieve desired outcomes by planning, implementing, and controlling effective departmental strategies that drive results and through the creation, development, and maintenance of a competent, motivated, and empowered housekeeping staff. The Executive Housekeeper will effectively lead, train, coach, motivate, engage, and provide feedback to the housekeeping staff, and supervisors daily.

Requirements

Bachelor’s degree in a related field from an accredited university/college plus at least five (5) years of related experience; or high school diploma or equivalent plus at least seven (7) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge, and abilities.
Knowledge of housekeeping operations, including proper use, storage, and first aid for cleaning products.
Full understanding of the hotel’s various room types.
Excellent customer service skills demonstrating empathy with the customer and providing positive and proactive solutions.
Ability to access and accurately input information using a moderately complex computer.
Ability to read, write, and speak English sufficient to understand and communicate with team members and guests. Must have excellent telephone etiquette skills.

Responsibilities

Create and execute housekeeping strategies that will drive the hotel to exceed guest satisfaction, cleanliness standards, and revenues.
Work collaboratively with all members of the housekeeping team to continually enhance and advance the department.
Instrumental in the hiring process, including interviewing, training, and evaluating the job performance of housekeeping team members
Ensure the housekeeping staff, and supervisors are properly trained to standards and able to carry out the operations of each function of the department.
Work closely with housekeeping team members to develop them both personally and professionally.
Perform or assist with cleaning duties as necessary.
Investigate complaints about service and equipment, and take corrective action.
Verify the status of room reports, determine discrepant rooms, prioritize, and update the status of departing guest rooms.
Ensure that assigned staff has reported to work; delegate documentation procedures to appropriate individuals ensuring that all late and absent team members are documented and disciplined properly.
Conduct Daily line-ups as well as Housekeeping Departmental meetings.
Ensure that the Housekeeping Department as well as its team members comply, consistently, with all Fire Department Safety codes and OSHA guidelines.
Ensure that team members comply and abide by the employee standards of conduct at all times.
Ensure that all team members' reviews are done in an efficient and timely manner.
Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate.
Inspect supply levels, cleanliness, and organization of floor closets and assign designated employees to rectify any deficiencies.
Maintain and update purchase orders and requisitions consistently.
Verify the accuracy of DNR rooms by hotel procedures.
Counsel both housekeepers and departmental trainers on any room status discrepancies that may appear on random sampling sheets.
Actively assists direct reports in the identification of their training and development (T&D) needs for current and future positions.
Motivates direct reports to grow personally and professionally.
Provides the time and resources for direct reports to undergo identified T&D.
Provides subtle pressure when direct reports are reluctant to develop themselves.
Provides regular feedback on performance.
Provides and arranges on-the-job training and coaching.
Is actively engaged in attracting talent to the organization.
Retains talent in the area by providing appropriate training and recognition.
Low turnover in the area.
Employee Opinion Survey (AOS) scores at or above the company average.
Ensure that the cleanliness and condition of each area meet designated hotel standards and that the appropriate inspections are carried out consistently. Directly contact respective personnel and relay any deficiencies that are to be corrected.
Accommodate guest requests for Housekeeping items or additional supplies expediently and courteously. Follow up on delivery and return of all such items with appropriate staff.
Ensure that efficient system is upheld in the maintaining of work orders ensuring that they are adhered to by both Housekeeping and Engineering departments.
Prepare the monthly forecast numbers for payroll budget and expenses.
Maintain constant control over changes and variances in budget for payroll, staff, and ordering of supplies according to changes in occupancy levels.
Manager labor costs within budget standards and staffing guidelines for rooms sold.
Ensure that the proper training of staff is performed at all times by selected departmental trainers.
Provide feedback on staff performance to the room director and/or General Manager.
Work with Human Resources to resolve any disciplinary problems.
Ensure that an accurate inventory is completed at least twice a month about Housekeeping amenity supplies, standard guest room items, and linen.
Document pertinent information in the department logbook and/or guest incident action forms.
Review the status of assignments and any follow-up action with the manager and/or on-coming shift supervisor.
Performs any related duties as requested by supervisor.