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.
- Consistently offer professional, friendly and engaging service
- Ensure Accor & Fairmont core standards are implemented and audited for consistency
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Maintain positive internal/external guest relations at all times.
- Resolve internal/external guest complaints, ensuring internal/external guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Train and lead Housekeeping team to ensure a successful operation
- Measure, interpret and evaluate teams working standards and correct where necessary
- 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.
- Oversee / create scheduling, performance, attendance, payroll and administrative duties as assigned.
- Ensure effective everyday communications, including coaching and performance management
- Create and maintain good working relationships within the department and with other departments such that a high level of morale is sustained
- 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.
- A strong commitment to Employee Satisfaction.
- 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.
- To carry out frequent inspection tours in Guest rooms/Public areas to up-keep cleanliness – general repair – replacements as required.
- 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.
- Coordinate breaks for assigned staff.
- Prepare and distribute assignment sheets to assigned staff and review priorities.
- Oversee inspection of guest rooms, guest corridors, all public areas (bathrooms, restaurants, conference rooms, pool), service areas, and storage areas.
- Ensure proper work attire/grooming for all employees.
- Check all equipment used by immediate staff under their responsibility for proper supplies, neatness, cleanliness and mechanical problems. Instruct designated personnel to correct deficiencies.
- Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.
- Maintain inventory count and supplies
- Coordinate the completion of work orders for maintenance repairs with Engineering.
Qualifications
- 3 years experience in housekeeping leadership.
- Experience in hotel industry
- Previous guest relations training an asset
- Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.
- High school graduate, or equivalent experience
- Fluency in a second language, preferably Spanish
- Excellent communication and organizational skills
- Strong interpersonal and problem solving abilities
- Fluency in English both verbal and non-verbal. Provide legible communication.
- Compute mathematical calculations.
- Computer literate and experience with property management system, Opera, Microsoft Office.
- Ability to:
