Housekeeping Manager
Rosewood Hotels and Resorts
Job Description Job summary - Responsible for and knowledgeable of the Departmental SOPs and Policies to better understand and conduct the different managerial functions in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.
Essential Duties and Responsibilities – (Key Activities) The following are specific responsibilities and contributions critical to the successful performance of the position: • Lead as a role model (“Rosewood Brand Ambassador”) for the Rosewood culture, vision, mission and core values, according to the Rosewood Principals, at all times to ensure maintenance and clarity of brand integrity. • Foster and promote a cooperative working climate, maximizing productivity and associate morale. • Exercise discretion and judgment to resolve guest complaints, ensuring guest satisfaction. • Anticipate guests’ needs, being “intuitive”, and respond promptly to their needs and acknowledge all guests, however busy and whatever time of day. • Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments and location. o All room rates, special packages and promotions. o Daily house counts and expected arrivals/departures/ VIP’s. o Room availability status for any given day. o Scheduled in-house group activities, locations and times. o All hotel and departmental policies and procedures. • Monitor and maintain cleanliness, sanitation and organization of all public areas, laundry, and assigned work areas, including checking housekeeping storage areas for proper supplies, organization and cleanliness. Order any necessary supplies through Birchstreet and instruct designated personnel to rectify cleanliness/organization deficiencies. • Review and analyze daily business levels to anticipate critical situations and plan effective solutions to best expedite these situations. • Prepare for pre-shift meeting with team to review all information pertinent to the day's business. • Maintain complete knowledge of correct maintenance and use of equipment. Ensure equipment is used properly and stored in their designated areas. • Determine what work orders for maintenance repairs are required and ensure order is submitted to Engineering. Contact Engineering directly for urgent repairs • Constantly supervise staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. • Effectively address staff issues and questions and resolve staff issues promptly to ensure associate engagement. • Ensure that standards are maintained and executed at a superior level on a daily basis and correct any behavior not according to standards. This includes Room attendant room inspections, turndown attendant room inspections, houseman and supervisor floor upkeep. • Lead and adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations. • Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow associates. • Ensure security of guests and guestroom access. • Document all guest requests, complaints or problems, and communicate efficiently. • Complete an inspection of all guestroom floors, public areas and restrooms daily, rectifying deficiencies with respective departments. • Inspect Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinate and communicate efforts with necessary team leaders. • Assist in the preparation of efficient scheduling, according to the budget closely watching the daily forecast for either an increase or decrease in occupancy or heavy check out to amend schedules accordingly. • Coordinate and follow up with all third-party vendors related to laundry, dry cleaning, overnight cleaning, etc. • Prepare and submit timely records of Housekeeping gratuities for all relevant associates.• Maintain full use and knowledge of property system and communication tools. • Complete Inventory, issue and control use of linen, amenities, cleaning supplies and other housekeeping supplies. • Support and uphold hotel philosophy concerning hiring, associate relations, supervision, and disciplinary action. • Work closely with Engineering to make sure all equipment is in proper working condition. • Monitor quality of blankets, duvets, and bedspreads cleaning program and determine discard with the approval of the Director of Housekeeping. • Monitor the quality and cleanliness of all hotel staff uniforms, making sure that all uniforms are in good working condition. • Coordinate the mending and alterations of guests and associates uniform needs. • Monitor associate’s correct usage of chemicals. • Inspect all linen closets storage area regularly for proper linen par, and proper labeling on shelves. • Assure that associates are given the correct training and oversee their progress, documenting same per company policy. • Complete frequent quality audits to ensure all standards are met. • Assist Director of Housekeeping with performance reviews. • Walk public areas and ensure proper standards and cleanliness condition of restrooms and public spaces, both interior and exterior. This list of essential functions is not exhaustive and may be supplemented as necessary.
Other Essential Responsibilities - Experience - Two years’ experience in a supervisory position with a housekeeping department for a luxury or ultra-luxury hotel preferred. Prior work experience/internships with supervisory experience a plus in the hospitality industry. Additional hospitality experience may be considered.
General Skills - • Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. Technical Skills - • Must have technical skills and in-depth knowledge of housekeeping and laundry operations. Serve as role model for staff on all hotel SOPs and policies. The ability to supervise, manage, and work cohesively with co-workers as part of a team and work with minimum supervision. • Communication skills highly important in dealing with employees, supervisors and peers. • Bi-lingual English/Spanish preferred. • Must have enough writing skills to prepare procedure manuals. • Good Problem-Solving skills • Must exercise a high degree of judgment in operating and administrative duties. Ability to remain calm and courteous with guests and staff alike. Analyze and resolve problems using good professional judgment. • Good supervisory judgment is essential. Maintain confidentiality of guest information and pertinent hotel data. • Must be self-disciplined and have a personal desire to maintain the high standards of cleanliness required. Perform job functions to standard with attention to detail, speed and accuracy. • A high standard of personal hygiene and grooming is essential. • Ability to be mobile throughout the property. • Must have developed language skills to the point to be able to read and understand instructions, safety rules, etc.
Education or Certification - • High school diploma. Preferred Degree from an Accredited Hotel Management School. Language - • Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements - • Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift, push or pull up to 75 pounds, and satisfactorily communicate with guests and co-workers to their understanding. Others – • While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
Essential Duties and Responsibilities – (Key Activities) The following are specific responsibilities and contributions critical to the successful performance of the position: • Lead as a role model (“Rosewood Brand Ambassador”) for the Rosewood culture, vision, mission and core values, according to the Rosewood Principals, at all times to ensure maintenance and clarity of brand integrity. • Foster and promote a cooperative working climate, maximizing productivity and associate morale. • Exercise discretion and judgment to resolve guest complaints, ensuring guest satisfaction. • Anticipate guests’ needs, being “intuitive”, and respond promptly to their needs and acknowledge all guests, however busy and whatever time of day. • Maintain complete knowledge at all times of: o All hotel features/services, hours of operation. o All room types, numbers, layout, decor, appointments and location. o All room rates, special packages and promotions. o Daily house counts and expected arrivals/departures/ VIP’s. o Room availability status for any given day. o Scheduled in-house group activities, locations and times. o All hotel and departmental policies and procedures. • Monitor and maintain cleanliness, sanitation and organization of all public areas, laundry, and assigned work areas, including checking housekeeping storage areas for proper supplies, organization and cleanliness. Order any necessary supplies through Birchstreet and instruct designated personnel to rectify cleanliness/organization deficiencies. • Review and analyze daily business levels to anticipate critical situations and plan effective solutions to best expedite these situations. • Prepare for pre-shift meeting with team to review all information pertinent to the day's business. • Maintain complete knowledge of correct maintenance and use of equipment. Ensure equipment is used properly and stored in their designated areas. • Determine what work orders for maintenance repairs are required and ensure order is submitted to Engineering. Contact Engineering directly for urgent repairs • Constantly supervise staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel. • Effectively address staff issues and questions and resolve staff issues promptly to ensure associate engagement. • Ensure that standards are maintained and executed at a superior level on a daily basis and correct any behavior not according to standards. This includes Room attendant room inspections, turndown attendant room inspections, houseman and supervisor floor upkeep. • Lead and adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations. • Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow associates. • Ensure security of guests and guestroom access. • Document all guest requests, complaints or problems, and communicate efficiently. • Complete an inspection of all guestroom floors, public areas and restrooms daily, rectifying deficiencies with respective departments. • Inspect Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinate and communicate efforts with necessary team leaders. • Assist in the preparation of efficient scheduling, according to the budget closely watching the daily forecast for either an increase or decrease in occupancy or heavy check out to amend schedules accordingly. • Coordinate and follow up with all third-party vendors related to laundry, dry cleaning, overnight cleaning, etc. • Prepare and submit timely records of Housekeeping gratuities for all relevant associates.• Maintain full use and knowledge of property system and communication tools. • Complete Inventory, issue and control use of linen, amenities, cleaning supplies and other housekeeping supplies. • Support and uphold hotel philosophy concerning hiring, associate relations, supervision, and disciplinary action. • Work closely with Engineering to make sure all equipment is in proper working condition. • Monitor quality of blankets, duvets, and bedspreads cleaning program and determine discard with the approval of the Director of Housekeeping. • Monitor the quality and cleanliness of all hotel staff uniforms, making sure that all uniforms are in good working condition. • Coordinate the mending and alterations of guests and associates uniform needs. • Monitor associate’s correct usage of chemicals. • Inspect all linen closets storage area regularly for proper linen par, and proper labeling on shelves. • Assure that associates are given the correct training and oversee their progress, documenting same per company policy. • Complete frequent quality audits to ensure all standards are met. • Assist Director of Housekeeping with performance reviews. • Walk public areas and ensure proper standards and cleanliness condition of restrooms and public spaces, both interior and exterior. This list of essential functions is not exhaustive and may be supplemented as necessary.
Other Essential Responsibilities - Experience - Two years’ experience in a supervisory position with a housekeeping department for a luxury or ultra-luxury hotel preferred. Prior work experience/internships with supervisory experience a plus in the hospitality industry. Additional hospitality experience may be considered.
General Skills - • Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. Technical Skills - • Must have technical skills and in-depth knowledge of housekeeping and laundry operations. Serve as role model for staff on all hotel SOPs and policies. The ability to supervise, manage, and work cohesively with co-workers as part of a team and work with minimum supervision. • Communication skills highly important in dealing with employees, supervisors and peers. • Bi-lingual English/Spanish preferred. • Must have enough writing skills to prepare procedure manuals. • Good Problem-Solving skills • Must exercise a high degree of judgment in operating and administrative duties. Ability to remain calm and courteous with guests and staff alike. Analyze and resolve problems using good professional judgment. • Good supervisory judgment is essential. Maintain confidentiality of guest information and pertinent hotel data. • Must be self-disciplined and have a personal desire to maintain the high standards of cleanliness required. Perform job functions to standard with attention to detail, speed and accuracy. • A high standard of personal hygiene and grooming is essential. • Ability to be mobile throughout the property. • Must have developed language skills to the point to be able to read and understand instructions, safety rules, etc.
Education or Certification - • High school diploma. Preferred Degree from an Accredited Hotel Management School. Language - • Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements - • Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift, push or pull up to 75 pounds, and satisfactorily communicate with guests and co-workers to their understanding. Others – • While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
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