Rosewood Hotel Group 主页

KEY RESPONSIBILITIES

Job summary –

Monitor all aspects of the Department in the absence of the Director or Assistant Director.  Supervise, train and inspect the performance of assigned coordinator, House Attendants, Room Attendants, Turndown Attendants, Valet attendants, Linen Room Attendants, and Public Space Attendants. Ensuring that all procedures are completed per hotel standards.  Assist where necessary to ensure optimum service to guests. Assist with motivating and communicating the Rosewood brand culture, departmental goals, Rosewood and LQA standards and hotels policies and procedures.

Essential Duties and Responsibilities – (Key Activities)

·               Maintain complete knowledge of and comply with all departmental policies/service procedures/standards, Rosewood brand, Forbes standards and LQA standards.

·               Maintain positive guest relations at all times.

·               Resolve internal/external guest complaints, ensuring internal/external guest satisfaction, as per Rosewood brand standards, Forbes and LQA standards.

·               Verify room status on AM and PM. reports and update status of check out rooms.

·               Assist floor managers when needed with preparing and distributing assignment sheets to scheduled staff and review priorities. Update assignments on a daily basis in appropriate logs.

·               Ensure residential and lease apartments receive the same standard of service as transient rooms.

·               Inspect guest rooms, guest corridors, elevator foyer area, spa, Business Center, Fitness center, housekeeping office, service areas including linen closet, restrooms and storage areas, report and correct discrepancies and follow-up to ensure all is in order.

·               Check all staff for proper work attire and grooming, coach and counsel as needed.

·               Inspect public areas/bathrooms, restaurants, spa, offices and service areas after being cleaned by respective personnel, using designated checklists.  Directly contact respective personnel and relay any deficiencies to be corrected and coach and counsel as needed.

·               Spot Check Public Area Attendant's carts closet for proper supplies, neatness, cleanliness and engineering concerns.  Instruct designated personnel to correct deficiencies and follow-up to ensure it is done.

·               Complete work orders for maintenance repairs and submit to Engineering directly for urgent repairs with the use of HotSOS and follow-up on all pending repairs.

·               Accommodate internal/external guest requests for items or additional supplies expediently and courteously.  Follow up on delivery and return of all such items based on brand, Forbes & LQA standards.

·               Provide feedback on supervisor and on staff performance to manager.  Report disciplinary problems to manager Director or Assistant Director and participate in the counselling of employees.

·               Document pertinent information in department log book and provide end of shift report via e-mail and logbook.

·               Update all tracking sheet

·               Complete all paper works and closing duties before leaving.  Review status of assignments and any follow-up and report any concerns to Director or Assistant Director of Housekeeping.

·               Check PM Report and room assignment papers and review and notify Assistant Director and Director of any concerns.

·               PM Housekeeping Manager: Review room statuses at start of shift with Floor Manager and assist with checking departure, vacant clean and queued rooms.

·               Report missing or damaged items in guestrooms, public space and service areas immediately.

·               Oversee work of outside services such as carpet cleaning, window washing, carpet repair, furniture repair and marble cleaning.

·               Ensure proper inventory and working condition of all guest supplies and report needed replacement items immediately.

·               Coordinate all event set-ups and help organize and plan with appropriate staff.

·               Conduct daily briefings with all staff when needed.

·               Complete and conduct all staff performance reviews.

·               Conduct monthly inventory of guest supplies and linen and monitor daily discarded linens.

·               Review all EGGs, LQA, Forbes and TrustYou reports, follow up appropriately and coach and counsel as needed.

·               Support and assist department in reaching yearly goals.

·               Respond to daily e-mail and inquiries.

·               Training, motivating and counselling staff, and assisting with disciplinary process in accordance with hotel policies and procedures.

·               Hiring, Discipline and Terminate after reviewing with Assistant and Director of Housekeeping

·               AM and PM Manager must revise the paperwork to ensure all the tasks and credits that were assigned have been successfully completed. If any discrepancies should be noted in writing with reasons.

·               Responsible to prepare the work assignments for the evening shift.

·               Responsible to conduct daily briefings for the morning evening shift.

·               Responsible at the end of the shift to ensure all the assigned duties have been successfully completed, and discrepancies should be noted with reasons in writing.

·               Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

·               Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·               Maintain positive 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.

·               Maintain complete knowledge at all times of: status of resort room count, group arrival, VIP’s, special events and knowledge of job responsibility of staff.

·               Ensure that assigned staff has reported to work and clocked in properly; document any late or absent employees, verify room status on A.M. report –up date status of check out rooms.

·               Document call offs and replace for any shift.

·               Coordinate breaks for assigned staff, one at a time for Public Area Attendants & Housekeeping.

·               Prepare and distribute assignment sheets to assigned staff and review priorities.

·               Assign designated keys, radios and beepers to assigned staff.  Maintain accurate record of such and ensure security of keys. Address and document any concerns immediately.

·               Communicate additions or changes to the assignment sheets as they arise throughout the shift. 

·               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.

·               Inspect rooms cleaned by assigned Room Attendants or House Attendant, using designated checklist. Directly contact staff member and Floor Supervisor and relay any deficiencies to be corrected and coach and council as needed.

·               Update room status after approving cleanliness and condition in accordance with departmental standards.

·               Check vacant rooms, verify status and update status of discrepant rooms throughout the shift.

·               Check DND rooms and verify status.

·               Conduct training of staff as assigned.

·               Assist in other areas of Housekeeping as assigned.

·               Attend designated meetings.

·               Manage Chemical, guest supply, and cleaning supply inventory.

·               Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

·               Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.

·               Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc.

·               Control and monitor payroll and expenditures for department.

·               Prepare work schedules for effective staffing, ensuring efficient operation of the department within specific labor standards.

·               Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

·               Models the company’s culture, vision, mission and core values at all times.

·               Foster and promote a cooperative working climate, maximizing productivity and employee morale.

·               Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

·               Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level on a daily basis.

·               Maintain effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.

·               Interact and respond in a courteous and professional manner with all guests, staff and community members, inclusive of resolving all guest and staff difficulties.

·               Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

·               Maintain clean and safe work area.

·               Ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

·               All other duties as required.

Others

·               While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills –

·             Must be able to perform job functions with attention to detail, speed and accuracy

·             Be a clear thinker, remaining calm and resolving problems using good judgement

·             Follow directions thoroughly

·             Understand a 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

·             Prior heavy exposure to Housekeeping Manager job duties

·             Thorough knowledge of public area management and laundry operations; knowledge of proper chemical handling and following OSHA requirements; ability to manage payroll and schedules; ability to keep control of the budget; ability to train and develop the Housekeeping and Laundry departments; ability to motivate the staff and developing incentive programs to improve their productivity.

·             Basic Microsoft Office skills and familiarity with HOTSOS and OPERA.

·             Ability to be resourceful, creative and maintain flexibility

·             Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces

·             Required to speak, read and write English, with fluency in other languages preferred

·              Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Qualifications –

·               Bachelor degree  or equivalent work experience.

·               Licenses & Certifications: None required

Experience –

·               Minimum two years’ experience in a similar capacity for a luxury or ultra-luxury property.

Salary Range $70,000 - $80,000 annually - final offer based on experience