Rosewood Hotel Group 主页

Position Summary

To supervise housekeeping staff and to ensure the quality, appearance, and the highest standards of cleanliness of the hotel guest rooms and public areas.

Essential Functions

·         Supervises and directs housekeeping staff in their daily operations

·         Physically inspects all Show Rooms, VIP Rooms and public areas before use or sight inspections.

·         Physically inspect all vacant, checkout and stayover rooms for cleanliness and appearance

·         Physically inspect all public areas including Hotel lobby, Breezeway, public bathrooms etc.

·         Trains staff on service standards, procedure standards and any other training as decided by the Executive Housekeeper

·         Ensure all new housekeeping associates receive an induction schedule, thorough training and support when first joining the department.

·         Ensures all jobs are completed within the shift.

·         Takes requested inventories of furniture, fixtures, equipment and supplies etc. Placing weekly orders as required

·         Ensures both carts and linen/supply closets are kept clean, neat, stocked according to departmental guidelines

·         Reports all maintenance deficiencies in guest rooms and corridors. Telephone deficiencies considered emergencies to the maintenance department.

·         Expedite special guest requests, such as extra towels, blankets, or pillows.

·         Ensure the proper and timely distribution of guest room materials and amenities.

·         Manages effectiveness and timeliness of housekeeping teams

·         Receive and take ownership of any guest complaints. Perform any appropriate investigation, update Knowcross and follow-up with guests and associates.

·         Determines the priority in which rooms are completed using information given by Front Desk

·         Initiates, organizes, and tracks general cleaning programs and projects

·         Initiates, assigns, and follows up on daily projects for room attendants, public area attendants, housemen and turndown attendants

·         Ensures that all staff work in a safe and positive environment and adhere safely to all safety measures.

·         Ensure that all linen is accounted for accurately during daily operations and inventories

·         Ensure linen orders are accurate and complete

·         Holds brief daily meetings with all housekeeping staff and ensures that accurate and relevant information is provided on a timely basis.

·         Provides accurate and daily documentations to ensure all room statuses are provided for the manager by end of shift

·         Ensure safety and return of all key cards and iPod. Report any loss of key card of iPod immediately to the housekeeping office.

·         Ensure that proper processes and procedures are followed to coach and counsel associates for optimum performance and disciplines, when necessary, in accordance with the Collective Bargaining Agreement and the associate handbook

·         Conducts monthly probation reviews and yearly performance appraisals of designated associates with the Executive Housekeeper

·         Assists with departmental LQA initiatives and Associate Engagement Survey initiatives in the department

·         Ensures that Rosewood service standards are met by ensuring regular training is conducted per the Rosewood training schedule and liaising with the property training manager

·         Ensure regular communications occur by conducting Rosewood Daily Reviews and by conducting monthly communication meetings with associates

·         Assist with timely processing of department’s payroll and accurate attendance reporting

·         Attend manager’s meetings and operations meetings

·         Ensures that all lost and found is handled according to company policy

·         Participates in department incentive and motivational initiatives

·         Completes projects as assigned by Executive Housekeeper

·         Models the company’s mission, vision, & values each day

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by management based upon the requirements of the Hotel.

Supportive Functions:

·         Reports all suspicious persons or actions, hazardous conditions, etc. to the Security Department.

·         Responds to guest questions.  Provides guest assistance, directions, and information requested with a pleasant and hospitable attitude.

·         Attends all Department meetings.

·         Adheres to all Rosewood Tucker’s Point safety and room standards.

·         Assists in the preparation of gratuity breakdown sheets as needed.

·         Acts as a liaison between floor staff and department administration.

·         From time to time relieves Department Office staff when needed.

·         Performs other duties as assigned by the Executive Housekeeper/Assistant Executive Housekeeper to best accommodate the guests and the hotel.

·         Daily, sets a clear example of the standards of behavior of the hotel for all other staff

·         Provides instruction and/or guidance, and takes responsibility for guest and employee safety in emergency situations

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

·         Ability to uphold and enforce hotel’s standards, policies and procedures with self and housekeeping staff.

·         Ability to prioritize and organize work assignments, delegate work to staff

·         Ability to direct performance of staff and follow up with corrections where needed

·         Ability to motivate staff and maintain a cohesive team

·         Ability to provide clear direction, instruction, and guidance to subordinates

·         Must be computer literate

·         Must be able to work well under pressure

·         Must be able to work weekends, holidays, and day and evening shifts

·         Demonstrated attention to detail

·         Ability to read, write and communicate effectively in English

·         May be exposed to chemical hazards

·         Ability to lift up to 50lbs

·         Ability to lift, reach, bend, stoop, stand and walk continuously, climb stairs, and push or pull heavy equipment

·         Ability to maintain discretion and confidentiality of all guests and hotel information at all times.

QUALIFICATION STANDARDS:

Education:

Any combination of education, training or experience that provides the required knowledge, skills and abilities. Minimum high school education

Experience:

3 years of supervisory experience in housekeeping including laundry