TITLE: Housekeeping Manager

DEPARTMENT: Rooms Division

REPORTS TO: Rooms Director

JOB OVERVIEW

Direct and coordinate the Housekeeping and Public Space operations to ensure an efficient

operation and to achieve the highest quality of cleanliness.

ENVIRONMENT

Guest rooms, Public Spaces throughout the resort, administrative offices, etc.

ESSENTIAL FUNCTIONS

• Supervise the Housekeeping and Public Space operations to provide a well-maintained and clean Hotel.
• Assure adherence to Boar's Head policies and standards.
• Oversee inventory, purchasing, disbursement and cost control for all linens, cleaning supplies, guest supplies, laundry supplies, uniforms, machines and equipment.
• Assure staffing and payroll controls to establish productivity standards.
• Supervise all rotational and special cleaning programs.
• Conduct daily inspections to assure guest rooms and public areas are clean and safe and follow-up with inspections.
• Communicate and coordinate with Front Desk and Engineering to assure an overall smooth-running operation.
• Assure department operates within approved budget.
• Conduct department meetings to maintain favorable working relationships among employees and to promote maximum morale, productivity and efficiency.
• Follow-up with Engineering on a daily basis on any maintenance issues. Ensure that all guest room and public space maintenance is completed.
• Perform all accountabilities in a timely and efficient manner, following established company policy and projecting a favorable image of The Boar's Head to achieve objectives, public recognition and acceptance.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action may be taken when appropriate.
• Perform all necessary supervisory functions to effectively and efficiently manage assigned personnel.
• Maintain a qualified staff by identifying and controlling work relationships, holding employees accountable and evaluating their performance.
• Recommend salary adjustments, promotions and dismissals.
• Ensure proper training of personnel assigned.
• Foster a cooperative and harmonious working climate conducive to maximum employee morale and productivity.
• Develop individuals for future advancement.

• Maintain staffing guides and accurately track open job requisitions.
• Contribute to overall resort team effort by completing additional duties assigned.

FORBES TRAVEL GUIDE BASIC STANDARDS

• Telephone conversation is calm and clear.
• The guest is always asked permission before being placed on hold.
• No telephone hold longer than 30 seconds without offering call-back.
• Staff acknowledges the guest when appropriate and reasonably possible.
• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
• Staff readily smiles and maintains an engaging expression.
• Staff makes eye contact and keeps focus on the guest.
• Staff exhibits a genuine sense of interest and concern for the guest.
• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
• Cross-departmental channels of communication among staff are consistent and complete.
• Staff performs the requirements of their department knowledgeably and proficiently.
• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
• The guest's name is used naturally as a signal of recognition.
• Staff closes interactions with polite, appropriate remarks.
• All staff encountered are wearing professional, clean and well-fitted uniforms.
• All staff encountered are extremely well-groomed.
• Staff maintains alert posture and behaves professionally in view of the guest.
• Staff does not decline any request without offering appropriate alternatives.
• The service is handled without excessive delays or interruptions.

FOUR DIAMOND SERVICE EXPECTATIONS

• Attendant folds back or removes bedspread and turns-up pillows.
• Attendant straightens bathroom and re-points tissues.
• Attendant cleans soiled surfaces and replaces or straightens towels.
• Attendant replenishes used amenities and empties wastebasket.
• Attendant adjusts drapes and room lighting.
• Attendant delivers gift amenities, such as a goodnight wish, chocolates, etc.
• Attendant refreshes ice and replaces used glasses.
• Attendant displays evening services, such as placing a robe on the bed, laundry, shoeshine, etc.
• Attendant leaves personalized message for guest.

• All associates exhibit a professional vocabulary that is devoid of common slang.
• Guests are graciously escorted to areas when directions are requested.
• All associates consistently maintain eye contact with guests.
• There is evidence that all associates are empowered by management to resolve guest issues immediately.
• All staff associates fulfill guest's special request(s).
• All associates are appropriately attired; name tags are clearly visible.
• All associates demonstrate appropriate behavior and hygiene.

QUALIFICATIONS

Essential:

• High school diploma.
• At least 3-5 years of experience, preferably in a 4 Diamond luxury Hotel or Resort.
• Knowledge of Springer Miller Hotel Management system preferred.
• Excellent communication skills, with an emphasis on training.
• Ability to conform to the highest standards of cleanliness.
• Ability to perform administrative tasks in a timely manner.

WORKING CONDITIONS AND PHYSICAL DEMANDS

SAFETY RESPONSIBILITIES

All employees must learn and comply with all Resort safety rules; must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to the safe procedure to be used for any job function.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

This description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.