Education and Experience  

• High school diploma or GED; 2 years' experience in the housekeeping or related professional area.  

OR 

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major 

CORE WORK ACTIVITIES 
Managing Housekeeping Operations and Budgets 

• Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.  

• Inspects guestrooms daily. 

• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.  

• Inventories stock to ensure adequate supplies. 

• Supports and supervises an effective inspection program for all guestrooms and public space.  Understands the impact of department-s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals. 

• Ensures all employees have proper supplies, equipment and uniforms.  

• Communicates areas that need attention to staff and follows up to ensure understanding. 

• Supervises daily Housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures.  

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.  

Conducting Human Resources Activities 

• Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.  

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same with them. 

• Schedules employees to business demands and for tracks employee time and attendance. 

• Ensures employees understand expectations and parameters.  

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. 

• Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met. 

• Observes service behaviors of employees and provides feedback to individuals.  

• Ensures employee recognition is taking place on all shifts.  

• Participates in an on-going employee recognition program.  

• Solicits employee feedback, utilizes an --open door-- policy, and reviews employee satisfaction results to identify and address employee problems or concerns.  

• Participates in employee progressive discipline procedures.  

• Celebrates successes and publicly recognizes the contributions of team members.  

Ensuring Exceptional Customer Service 

• Sets a positive example for guest relations.  

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.  

• Empowers employees to provide excellent customer service.  

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.  

• Responds to and handles guest problems and complaints.  

• Strives to improve service performance.