Job Description

** JOB OVERVIEW:**

Leads, trains and inspects the performance of assigned supervisors, housepersons, and attendants ensuring all is conducted in accordance with hotel and brand standards. Creates, implements and maintains a service culture and management philosophy which serves as a guide to Housekeeping team, the property and guests. Assist where necessary to ensure optimum service to guests.

** REPORTS TO:** Director of Housekeeping

** SUPERVISES:** All Housekeeping staff.

** WORK ENVIRONMENT:**

All guest room guest corridors, guest rooms, elevators, stairwells and service areas, linen closets, staff locker rooms and public vending area and storage closets.

Job involves working:

• under variable temperature conditions.
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• bio-hazard.

** KEY RELATIONSHIPS:**

Internal: Staff in all departments.

External: Hotel guests/visitors and outside contractors.

Qualifications

Essential:

1. 3 years experience in housekeeping leadership.
2. Experience in hotel industry
3. Previous guest relations training an asset
4. Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.
5. High school graduate, or equivalent experience
6. Fluency in a second language, preferably Spanish
7. Excellent communication and organizational skills
8. Strong interpersonal and problem solving abilities
9. Fluency in English both verbal and non-verbal. Provide legible communication.
10. Compute mathematical calculations.
11. Computer literate and experience with property management system, Opera, Microsoft Office.
12. Ability to:

• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgement.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

Additional Information

** ESSENTIAL JOB FUNCTIONS**

1. Consistently offer professional, friendly and engaging service
2. Ensure Accor & Fairmont core standards are implemented and audited for consistency
3. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
4. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
5. Maintain positive internal/external guest relations at all times.
6. Resolve internal/external guest complaints, ensuring internal/external guest satisfaction.
7. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
8. Train and lead Housekeeping team to ensure a successful operation
9. Measure, interpret and evaluate teams working standards and correct where necessary
10. Maintain complete knowledge at all times of: status of hotel room count, group arrival, VIP’s, special events and knowledge of job responsibility of staff.
11. Oversee / create scheduling, performance, attendance, payroll and administrative duties as assigned.
12. Ensure effective everyday communications, including coaching and performance management
13. Create and maintain good working relationships within the department and with other departments such that a high level of morale is sustained
14. Creates an environment that allows employees to achieve job fulfillment and provides a path for career development with the company. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
15. A strong commitment to Employee Satisfaction.
16. Monitor and audit all Health & Safety aspects of the Housekeeping department, ensuring all staff are fully trained and up-to-date on Health & safety issues regarding chemicals, equipment and hygiene.
17. To carry out frequent inspection tours in Guest rooms/Public areas to up-keep cleanliness – general repair – replacements as required.
18. Ensure that assigned staff have reported to work and clocked in properly; document any late or absent employees. Document call-offs and replace for any shift.
19. Coordinate breaks for assigned staff.
20. Prepare and distribute assignment sheets to assigned staff and review priorities.
21. Oversee inspection of guest rooms, guest corridors, all public areas (bathrooms, restaurants, conference rooms, pool), service areas, and storage areas.
22. Ensure proper work attire/grooming for all employees.
23. Check all equipment used by immediate staff under their responsibility for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies.
24. Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.
25. Maintain inventory count and supplies
26. Coordinate the completion of work orders for maintenance repairs with Engineering.