Shift Manager, Housekeeping

Hard Rock Hotel & Casino Ottawa•New York, NY

2d•$51,800 - $85,000•Onsite

About The Position

The Housekeeping manager manages and directs all housekeeping job functions in the Hotel. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members. The Housekeeping manager must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This person must also create an exceptional climate of professional and personable service that ensures the engagement of employees and guests.

Requirements

Strong attention to detail
Leadership skills
Ability to effectively deal with department heads, guests, and team members.

Nice To Haves

Knowledge of Hard Rock Brand products, program, and service standards, including Forbes Standards, and ensure each are effectively maintained.
Knowledge and enforcement of company policies, guidelines, and procedures.

Responsibilities

Lead, direct, and manage all department operations.
Maintain regular presence throughout the department.
Lead the team in the absence of the Director of Housekeeping.
Ensure that all areas of staffing are covered according to the needs of the business.
Assist the Director of Housekeeping in the installation of new systems and procedures.
Participate in the establishment and maintenance of inventory records.
Participate in periodic department inventories.
Recommend appropriate actions based on results of inventory reporting.
Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
Review and develop guest history records to enhance personalized service for repeat guests.
Ensure the proper handling, maintenance, storage, and security of all department equipment, linen, and supplies.
Set and maintain standards of cleanliness.
Inspect all areas of responsibility daily.
Inspect Rooms Ensure that our guest accommodation and all areas front and back of house are always maintained in a spotless condition.
Participate in the establishment and execution of detailed cleaning and preventive maintenance programs of all furniture, fixtures, and equipment.
Ensure quality and timeliness of work performed by contracted vendors, i.e. dry cleaners, window washers, carpet cleaning, Laundry service, overnight cleaning services etc.
Assist in the Preparation and execution of business plans to ensure the maximization of department performance.
Assist the Director of Housekeeping in the creation and development of goals and operational strategies for operations they are responsible for and ensure that their mission is aligned with the goals and aims of Hard Rock Hotel standards.
Communicate the role that each employee has in their achievement and ensure their accountability.
Monitor actual expenses to determine variance and assess goal accomplishments and adjust strategies and forecasts accordingly.
Review weekly forecasts and planning of cost expenditures to correspond with forecasted occupancy and costs.
Attract and select the best talent available from inside and outside the organization.
Develop and implement strategies to retain staff.
Train, coach, and counsel managers, supervisors, and employees to achieve their career goals and maximize their potential.
Monitor /prevent HotSos escalations
Report / action grievances along with HR team
Monitor and evaluate staff performance and provide recognition and rewards to those who not only achieve their stated goal but exceed them.
Promote a positive work environment for all employees and ensure all employment related processes and documentation comply.
Conduct & ensure Sound Checks are being conducted (In absence of the Director) in the department.
Ensure an extraordinary experience for all our guests; creating passionate loyalty for our property and Hard Rock International brand.
Achieved by exceeding guest expectations through exceptional service and product quality.
Resolve guest complaints and implement changes to prevent future issues.
Monitor quality assurance program scores and guest feedback.
Take corrective action when necessary.
Maintain presence in property during peak business periods.
Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
Maintain effective relationships with guests.
Present a professional image to employees, guests, clients, owners, and investors.
Operate ethically to protect the Hard Rock brand.
Ensure brand and business initiatives are implemented.
Maintain confidentiality of guest, employee, and company information.
Actively participant in daily operations meeting, weekly staff meeting, daily management Sound Check, Resume Meeting, and any other required meetings.
Participation in the Manager on Duty program.
Conduct monthly department meetings to communicate new policies and procedures, discuss service issues and successes, discuss global programs, implement new products and procedures, and discuss areas of opportunities, special events, activities, and training.
Knowledge of Hard Rock Brand products, program, and service standards, including Forbes Standards, and ensure each are effectively maintained.
Knowledge and enforcement of company policies, guidelines, and procedures.
Inspects the cleaning of guest rooms and public spaces daily.
Oversees the Housekeeping VIP program.
Aware and ensure that all Brand programs are executed properly in Housekeeping.
Develops detail training guides for all positions and ensures ongoing training
Work directly with the off-property laundry and coordinate delivery of linen and laundry to the hotel.
Responsible for issuing and cleaning of uniforms for the Hotel.
Ensure compliance with all Hard Rock Risk Management standards (MSDS, HazComm, OSHA, etc.).
Maintain required pars of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
Monitor work orders and submit to Engineering according to hotel procedures.
Follow up on work orders to ensure completion.
Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that HotSOS and the REX Programs are executed to its fullest potential.
Monitor out-of-order, out-of-service, discrepant and show rooms.
Ensure that procedures are in place to execute and accomplish all special request: VIPs, special needs rooms, connecting rooms, sofa bed make ups, etc.
Ensure key control system is in place.
Ensure all occupied rooms are inspected daily and that all vacant rooms are checked daily.