S3000 Hotel Housekeeping Manager Img

Housekeeping Manager

Housekeeping Manager is responsible for the overall operation of the department, cleanliness and upkeep of IMGR&C.

Key Responsibilities and Performance/Behaviors

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP's and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; "Do it right the first time."
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team's service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

• Schedules all Housekeeping Department personnel on a weekly basis, to ensure proper coverage of all services with maximum quality customer service and maximum efficiency at all times;
• Approves time for payroll;
• Maintains budget and expenditures tracking to ensure department budgetary goals are being met, and that costs are controlled as efficiently as possible. Prepares budget reports for management when requested by Director of Support Services;
• Handles any customer conflicts when they arise, maintaining quality customer service at all times;
• Prepares and conducts Performance Appraisals on Housekeeping Department team members;
• Develops and maintains good working relationships with vendors for supplies when needed, and contracts for these supplies at the lowest possible costs;
• Establishes standards of cleanliness for all areas of responsibility and assure these standards are met and maintained.
• Controls supply usage and costs;
• Establishes and monitors preventive maintenance programs for all equipment in the department;
• Reports any breakage or damage to maintenance department to assure that faults have been corrected within a reasonable time-frame;
• Schedules and supervises heavy duty cleaning as deemed necessary;
• Maintains inventory of needed supplies, and orders new supplies,…