Manager - housekeeping floor

Overview:

Additionally, the Housekeeping Floor Manager provides support and guidance to the Housekeeping team.

Responsibilities:

• Supervise department operations. Maintain regular presence throughout the department.
• Supervise employees to ensure assigned duties are completed to standard and a positive guest experience is delivered
• Monitor /prevent HotSos escalations
• Ensure that our guest accommodation and all areas front and back of house are always maintained in a spotless condition
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Ensure control of all keys required to operate the department.
• Highly attentive to small details.
• Help create and modify the weekly work schedule, as needed.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Supervise and participate in periodic department inventories.
• Maintain awareness of guests in corridors, greeting guests in passing, using names when known, moving carts to allow guests to pass, and turning off vacuum cleaners when guests are present.
• Assist with inventory
• Inspect rooms
• Ensure that all Guest complaints are dealt with professionally, promptly, and efficiently and referred to the Duty Manager as necessary.
• Ensure security of any assigned pagers, Pods and Ipad and panic devices
• Assign panic devices, pages, ipods to HSK TMS
• Carry out daily duties as directed by the Director of Housekeeping
• Deal with lost property promptly and efficiently according to the hotel procedure.
• Ensure that lost properties are reported and turned in to Security any valuable items are referred to the Duty Manager.
• Assign special daily duties to room attendants & Houseman
• Ensure that all equipment is in good working order and is correctly used and always maintained
• Ensure that maintenance is reported promptly and correctly and that action by the relevant department is followed up.
• Supervise the Room Attendants and Houseman in cleaning to the standard required.
• Ensure that any repairs to soft furnishings are dealt with promptly and followed up on.
• Ensure that any stains on carpet and soft furnishings are dealt with promptly. Any problem stains must be reported immediately and logged into hotsos
• Complete all paperwork and records in accordance with departmental procedures.
• Monitor and update the computer system on the room status.
• Undertake early and late shifts as required by rotation.
• Attend meetings as required.
• Monitor the progress of all new and existing staff members.
• Identify training needs and carry out job training for all staff in allocated areas.
• Be fully aware of all departmental procedures and to ensure that these are always carried out.
• Enter guest rooms according to procedures, including respecting Do Not Disturb rooms.
• Inspect Room Attendants in deep cleaning guest rooms.
• Ensure all equipment in guest room is in working order and all amenities are free of damage,
• Update room status during shift, ensuring supervisor reports are reflected in Opera and discrepancies are resolved.
• Coordinate out of order rooms with Front Office and Engineering.
• Answer calls to housekeeping. Take and dispatch guest requests, ensuring all loaned items are tracked.
• Coordinate vacuum cleaner repairs.
• Maintain Housekeeping office.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Conduct department Sound Checks.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Ensure compliance with all applicable laws and regulations.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications:

• 3+ years’ experience in housekeeping.
• 2+ years of post-secondary education or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to sit for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to operate potentially hazardous equipment.

• Understanding of lifestyle hotels.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Ability to work evenings, weekends, and holidays, as needed.

Additional Details:

• For this New York, New York United States-based position, the expected starting annual pay is $60000-$62000.

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