Executive Housekeeper

Overview

Executive Housekeeper role at MCR Hotels.

Location:

Hampton Inn & Suites New Haven-South-West Haven.

Section One: MCR Universal Role Standards. Executive

Summary:

CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• Happy Guests
• Guest Relations:
  Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use:
  Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction:
  All Team Members work together to contribute to great guest satisfaction scores.
• Recovery:
  Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge:
  Strong knowledge of all features of the hotel facility and amenities.
• Events:
  Awareness and support for all groups and events at the hotel.
• Technology:
  Understanding of relevant technology for each role.
• Phone Etiquette:
  Answer all incoming calls with friendly service using the approved greeting.
• Spotless Cleanliness
• Sparkling Clean Work spaces:
  All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In:
  Cleanliness is a team effort. Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning:
  Always greet every guest happily with a smile, by name if possible, while cleaning.
• Product Consistency & Quality
• Checklists to 100% Accuracy:
  All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports:
  Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Flawless Uniform:
  All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
• Teamwork
• Communication:
  Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude:
  Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration:
  
  All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

The Executive Housekeeper is responsible for overall cleanliness and friendly service of the entire Hotel including, but not limited to, all guest rooms, public areas and facilities, storage rooms, guest and house laundry.

• Oversee Housekeeping Team:
  Complete daily stand-up with the team each day to review objectives and confirm checklists are assigned and prepared for the day. Every deficiency should be rectified, and team members should be trained and held accountable for meeting criteria for cleaning, per the checklist, daily.
• Schedule Management:
  Complete the room assignments for all housekeepers each day, confirm all rooms are cleaned, inspected and marked correctly in the PMS (Property Management System) and available for sale.
• Status Reports:
  Balance and clear the room status nightly, comparing the PM Housekeeping Report with the computer's room status report and resolve all discrepancies in the absence of the Executive Housekeeper.
• Storage Rooms:
  Maintaining the organization and cleanliness of all storage rooms, mechanical rooms, housekeeping closets and main housekeeping laundry room.
• Maintenance Requests:
  Monitor work orders and submit to Engineering department according to procedures.
• Supply Management:
  Maintain required stock of all housekeeping and laundry supplies by ordering all needed supplies and amenities on a monthly/quarterly basis.
• Inventory:
  Conduct monthly and quarterly housekeeping inventories on a timely basis.
• Lost and Found:
  Maintain and monitor "Lost and Found" procedures and policies according to standards.
• Assign supervisor duties, via approved checklist, each day and verify all items have been completed and checked for quality.
• Chemical Safety:
  Monitor proper use of and compliance with hazardous chemicals according…