Housekeeping Operations Manager

Full-Time

Position Objective

Direct, supervise and maximize the efforts of the Housekeeping and Laundry Department in order to ensure compliance with all standards of customer satisfaction, cleanliness, safety, productivity and efficiency set by Salamander Hotels and Resorts.

Essential Job Functions

Managing Housekeeping Operations and Budgets

• Verifies guest room status is communicated to the Front Office in a timely and efficient manner.
• Obtains list of rooms to be cleaned immediately and list of prospective check-outs to prepare work assignments. Manage exchange of work assignments throughout shift.
• Inspects guestrooms and public space on a daily basis as assigned.
• Maintains a comprehensive program to generate work orders for Engineering.
• Supervises daily Housekeeping shift operations and verifies compliance with all housekeeping policies, standards and procedures.
• Ensures all Laundry Operations, in-house or outside contracts are performed according to the property standards.
• Communicates areas that need attention to staff and follows up to verify understanding.
• Inventories stock to verify adequate supplies in service areas and storage rooms.
• Verifies all employees have proper supplies, equipment and uniforms.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
• Participates in weekly labor review.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
• Responsible for all SDS records and labeling, sharp containers and other OSHA requirements within department.
• Other duties may be assigned as business demands.

Conducting Human Resources Activities

• Uses all available on the job training tools to train new room attendants, housepersons, public area attendants, and laundry team to provide follow-up training as necessary.
• Establishes and maintains open, collaborative relationships with employees and verifies employees do the same with them.
• Schedules employees to business demands and for tracks employee time and attendance.
• Verifies employees understand expectations and parameters.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
• Observes service behaviors of employees and provides feedback to individuals.
• Verifies 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.
• Understands the Salamander Hotels & Resorts service culture.
• 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.

Education/Experience

• High school diploma or GED; 3 years related experience and/or training; or equivalent combination of education and experience.

OR

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

Requirements

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• While performing the duties this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear. 
• The employee must be able to lift and move up to 25 pounds. 
• The employee must be able to see differences in widths and length of lines such as those on graphs. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Fundamental competencies required for accomplishing basic work activities:
  1. Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  2. Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.