Housekeeping - Operations Manager

Ojai Valley Inn & Spa•Ojai, CA

5d•Onsite

About The Position

The Housekeeping Operations Manager reports directly to the Director of Housekeeping and provides direct managerial leadership for all of Housekeeping. This role is responsible for the day-to-day operations of the Housekeeping Department, including inspection of guestrooms, VIP inspections, Standards Audits, and ensuring the cleanliness of public areas and back-of-house areas. The position also manages the performance of the PM Housekeeping Shift, including Turndown Standards and Hostar/Central Services performance. Additionally, the Housekeeping Operations Manager acts as a liaison between all Front of House Rooms operations and departments such as Accounting, Sales & Conference Services, Engineering, Golf, Spa, Food & Beverage, Human Resources, Activities, and the Front Desk. The role involves assisting with the coaching, counseling, communication, and development of associates to ensure the understanding and consistent achievement of OVI&S service standards.

Requirements

2-3 years previous Housekeeping experience in a four to five star/luxury service environment.
Previous record in successful customer service.
Ability to communicate well in English and Spanish with guests and associates. Mandatory Requirement
Possess an incredible eye and attention to detail.
Must have self-driven initiative to be able to assess, prioritize and organize while maintaining attention to detail. Must be focused on goal accomplishment and timely completion.
Ability to provide legible communication and directions.
Ability to lead and motivate employees by example.
Strong organizational skills.
Ability to effectively manage hourly employees.
Ability to prioritize, organize and delegate work.
Ability to handle multiple tasks with grace and efficiency.
Ability to practice and enforce hotel standards, policies and procedures.
Ability to think clearly, analyze and resolve problems exercising good judgment.
Ability to remain calm and courteous with demanding or difficult guests and situations.
Ability to promote a positive attitude.
Ability to anticipate potential challenges and be proactive.
Ability to ensure security and confidentiality of guest and hotel information.
Ability to handle emergency situations according to procedure.
Ability to work extended hours when necessary.
General knowledge of Windows OS. Word, Excel and Outlook with proficiency.
Must possess a variety of inherent attributes for service including warmth, hospitality, compassion, humility, empathy, and sincerity towards guests and employees.
Must exhibit leadership skills in behavior and philosophy towards both guests and fellow employees.
Excellent time management skills, be detail oriented and have impeccable follow-through.
Knowledge of cleaning equipment operation and repair.
Valid driver's license.

Nice To Haves

High School Graduate.
Previous management experience preferably in the hospitality industry.

Responsibilities

Provides direct managerial leadership for all of Housekeeping.
Responsible for the day-to-day operations of the Housekeeping Department including inspection of guestrooms, VIP inspections, Standards Audits, cleanliness of public areas, cleanliness of back of the house areas.
Manages PM Housekeeping Shift performance including Turndown Standards, Hostar/Central Services performance.
Acts as the liaison between all Front of House Rooms operations and various departments (Accounting, Sales & Conference Services, Engineering, Golf, Spa, Food & Beverage, Human Resources, Activities and Front Desk).
Assists with the coaching, counseling, communication, and development of associates to ensure the understanding and consistent achievement of OVI&S service standards.
Portrays a professional appearance, behavior, integrity, openness and accessibility to associates and guests.
Monitor and maintain the daily operations of the Housekeeping department.
Maintains and demonstrates a current knowledge of OVI & Spa management style, practices, culture, terminology, organizational structure and general philosophy.
Achieves performance objectives in accordance with guest expectations.
Consistently strives to always provide outstanding guest service in order to exceed guest expectations.
Adheres to all health department sanitation and safety regulations as required by the hotel.
Exhibits a “hands on” approach to training, developing and working alongside associates.
Answers all phone calls within 3 rings and uses the caller's name at least twice during conversation.
Prepares assignments for all job functions.
Ensures cleanliness throughout the Hotel, Public Areas, Offices, Guest Rooms, Storerooms, Restaurants and Spa Ojai.
Ensures daily inspections of guest rooms, public and back of the house areas are documented, taking appropriate corrective action as needed.
Maintains complete knowledge of emergency procedures for guests and associates, hotel and departmental policies, Lost and Found policies, issues and claims, V.I.P and Special Attention Rooms, in-house and arriving groups including site inspections.
Maintains proper communication with associates verbally and through logbooks and emails.
Retrieves and responds to emails and voice messages in a timely manner.
Monitors and ensures expectations are met for all job functions. Acts accordingly.
Communicates clearly with associates, managers and guests.
Familiarization with all amenities and items available to guests and associates.
Familiarization with OSHA, CAL OSHA regulations.
Knowledge of proper chemical and equipment usage on all surfaces and in laundry areas.
Maintains up-to-date training manuals, job descriptions and employee task sheets for all positions of the department.
Ensures proper scheduling for weekly and daily operational schedules, ensuring all areas have the appropriate coverage.
Ensures proper training for new hires through an appropriate qualified person.
Prepares and conducts 90-day and annual associates evaluations.
Coaches and counsels associates as necessary and when needed performs written commendations or disciplinary actions.
Maintains an open door policy to encourage and support positive associate relations and guest satisfaction.
Ensures lost and found procedures and ensures proper distribution to guests/associates.
Conducts monthly inventories, processes orders for all needed items and products for the department.
Assists in hotel/spa linen inventories.
Assists in maintaining the monthly and yearly budget as well as capital items for the department.
Inputs to access guest profiles and retrieves reservation information from the computer accurately for special requests.
Ensures guest requests are handled timely and in a cordial manner.
Assists in the tracking of the incentive program to motivate and inspire associate members to do their best when performing tasks.
Is active in the management role of safety and security. Ensures that all associates are aware and following safety guidelines of the OVI. Promotes a safe environment concept among all associates.
Models and promotes a team environment.
Works cohesively with co-workers as part of a team.
Is a clear thinker, analyzes and resolves problems exercising good judgment.
Remains calm and courteous with demanding/difficult guests and/or situations.
Promotes positive relations with every individual contact through the telephone and in person.
Anticipates potential challenges and is proactive.
Ensures security and confidentiality of guest and hotel information.
Ensures associates are fully trained on the OVI emergency procedure.
Actively participates in all meetings that pertain to the Housekeeping Department.
Able to perform all Housekeeping positions when the need arises.
Ensures all Human Resources policies and sees that practices are applied consistently while adhering to all state and local laws.
Promotes solid solutions and answers to guest complaints and comment cards.
Commitment to individual growth.
Ability to ascertain guest/associate needs and provide immediate and appropriate responses to ensure guest/associate satisfaction.
Ability to adjust work schedules, service qualifications, and employee information.