• Supervises Housekeeping Operations and Budgets. • Assigns rooms to GRA’s. • Responds to pages and radio calls. • Prioritizes cleaning of rooms and public areas. • Supervises daily Housekeeping shift operations and ensures compliance with all brand and White Lodging housekeeping policies, standards, and procedures. • Verifies that guest room status is communicated to the Front Desk in a timely and efficient manner. • Inspects guestrooms on a daily basis. Ensures an appropriate number of documented room inspections happen and are reviewed with the Housekeeping staff. • Performs property walks. • Maintains positive communication with the Front Desk and PBX. • Utilizes a list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. • Inventories stock and performs ordering 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. • Verifies all employees have proper supplies, equipment and uniforms. • Runs the “perfect shift” ensuring all tasks are completed. • Ensures laundry is performing each stage of the 8 Step Laundry Flow correctly. • Communicates areas that need attention to staff and follows up to ensure understanding. • Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results. • Uses all available on-the-job training tools to train new room attendants and provide follow-up training as necessary. Trains and maintains adequate certified trainers. • Coaches the 10 Step Cleaning Process. • Coaches the 8 Step Stayover Cleaning Process. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same with them. • Participates in scheduling employees to business demands and tracking employee time and attendance. • Administers property policies fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).. • 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. • 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 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. • Available to work nights, weekends, and holidays as necessary.Key Accountabilities • Guest Scores – Cleanliness scores are at or above goal. • Department Budget – expenses and wages are in line with budget. • Associate Engagement – plans and actions implemented and measured.
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