Housekeeping Manager (k/m)

Location:

Warsaw

Department:

Housekeeping

Position:

 Housekeeping Manager

Supervise, train and inspect the performance of assigned Housekeeping staff ensuring that all procedures are completed to the hotel's standards.  Assist where necessary to ensure optimum service to guests. Ensure that all labour, operating supplies, productivity and standards are met at all times, exceling in areas of cleanliness and team member performance management.

• 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.
• Anticipate internal/external guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• 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.
• 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.
• 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.
• Assign designated keys, radios and beepers to assigned staff.  Maintain accurate record of such and ensure security of keys.
• Communicate additions or changes to the assignment sheets as they arise throughout the shift. 
• Inspect guest rooms, guest corridors, elevator foyer area, vending area, service area including linen closet, staff restroom and storage area.
• Check all staff for proper work attire/grooming.
• Check all equipment used by immediate staff under their responsibility for proper supplies, neatness, cleanliness and mechanical problems.  Instruct designated personnel to correct deficiencies.
• Inspect public areas/bathrooms, restaurants, spa, pool area, offices and service areas after being cleaned by respective personnel, using designated checklists.  Directly contact respective personnel and relay any deficiencies to be corrected.
• Assist staff with their job functions where needed to ensure optimum cleanliness and service standards for guests.
• Complete work orders for maintenance repairs and submit to Engineering directly for urgent repairs.
• Accommodate internal/external guest requests for items or additional supplies expediently and courteously.  Follow up on delivery and return of all such items.
• Conduct training of staff as assigned.
• Provide feedback on staff performance to director.  Report disciplinary problems to director and participate in the counseling of employees.
• Document pertinent information in department log book.
• Properly clock out staff making any adjustments needed.
• Complete all paperwork and closing duties before leaving.  Review status of assignments and any follow-up action with director and/or on-coming supervisor.
• Update room statuses throughout the day on the hotel computer system.
• Remain alert, courteous and helpful to guest co-workers at all times.
• Other duties as assigned.

Other Duties

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities.   Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
• Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

Physical Effort:

Significant portions of day require prolonged standing and moving around.   Ability to visually review documents and computer screen throughout day.

Physical Environment:

Ability to walk or stand for extended periods of time during course of 8 hours shift. 

Manual Skills

Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.

Work Schedule:

Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel.

Safety:

Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise.  Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

Qualifications

Education:

High school diploma or equivalent vocational training certificate required.  Some college or college degree preferred. 

Experience:

One to two years supervisory experience.  Prior experience within a four star hotel brand preferred.

Computer Skill & Other Technical Skills:

Ability to utilize computer software and hardware required.    Ability to easily maneuver on computer keyboard required.

Communication:

Ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.

Licenses or Certifications: N/A

Other: Must be customer - service oriented and have excellent hospitality skills.