Housekeeping Manager

Marriott•Phoenix, AZ

14d•$60,000 - $73,000

About The Position

The Housekeeping Manager assists in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping, and manages staff. The role focuses on improving guest and employee satisfaction, maximizing departmental financial performance, monitoring compliance with standards and procedures, and leading a team to meet or exceed property goals. The manager leads room operations teams, communicates goals and results, fosters motivation, empowerment, teamwork, and continuous improvement, and helps employees understand and exceed guests’ needs. The role also supports property operations, guest service and recovery, scheduling, productivity, profitability, quality audits, key control, hiring, onboarding, employee feedback, and consistent administration of property policies. Candidates must have either a high school diploma or GED and four years of relevant experience, or a two-year degree in a related field and two years of relevant experience. Relevant experience includes guest services, front desk, housekeeping, or a related professional area.

Requirements

High school diploma or GED and four years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and two years of relevant experience.
Ability to lead and manage a team and support room operations.
Ability to promote guest and employee satisfaction and deliver professional, courteous service.
Ability to review performance data and support productivity and financial goals.

Responsibilities

Verify that goals are translated to the team regarding guest tracking and productivity.
Create and nurture a property environment emphasizing motivation, empowerment, teamwork, continuous improvement, and service.
Review employee and guest satisfaction results and develop plans to address areas needing improvement and build on strengths.
Verify that the team has the capabilities to meet expectations.
Lead by example with self-confidence, energy, and enthusiasm.
Help employees understand guests’ changing needs and expectations and exceed them.
Assist in managing operations across rooms-area departments, including Front Office, Engineering/Maintenance, and Housekeeping.
Follow the property-specific second-effort and recovery plan.
Publish guest satisfaction results, including forms, comment cards, and guest letters, in a timely manner.
Address employee concerns proactively and treat employees professionally and courteously.
Communicate and update employees on goals and results.
Meet one-to-one with staff semiannually.
Assist and teach the team to schedule against guest and hours/occupied-room goals.
Perform hourly job functions as needed and other duties assigned to meet business needs.
Understand the brand’s service culture and remain available and approachable to guests.
Address guest concerns proactively, respond promptly to customer service department requests, and ensure team members meet or exceed hospitality requirements.
Assist with the annual Quality audit with the General Manager and Regional Director.
Verify that a viable key control program is in place.
Review financial statements, sales and activity reports, and other performance data to assess productivity and goal achievement and identify cost-reduction or program-improvement opportunities.
Work to maximize departmental financial performance.
Interview candidates and assist in hiring decisions; receive hiring recommendations from team supervisors.
Verify that new team member orientations are thorough and timely.
Solicit employee feedback, maintain an open-door policy, and review satisfaction results to identify and address employee concerns.
Verify that property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process where applicable.
Celebrate successes and publicly recognize team contributions.