JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENCSE, ETC):
SUMMARY: The Executive Housekeeper is responsible for the overall cleanliness of the hotel, including rooms and public areas. Major responsibilities include ensuring guests are satisfied with hotel cleanliness; responding to guests' needs; ensuring safety and security of rooms; maintaining inventory and cost controls; selecting, training, maintaining and managing a motivated and skilled workforce. Establishes a friendly atmosphere of superior guest service and product quality and provides exemplary performance for staff to follow.
Professional Experience

• Preferably 3 years' experience in customer service, hotel, administrative, human resources, legal, educational, training, or business related field
• Preferably 1 year experience as housekeeper/room attendant in hotel environment

Housekeeping Operations

• Maintain hotel's cleanliness standards for both guest rooms and public areas and inspects them to ensure that standards are met.
• Trains staff in all aspects of housekeeping including guest service.
• Administers guest satisfaction inspection procedures and reports.
• Maintains key control and lost-and found and ensures staff is trained to follow correct procedures for both.
• Plans work schedules and room assignments with minimum disruption to guests.
• Be flexible and willing to perform other tasks as necessary or requested
• Wear room hotel uniform per hotel standards; adhere to professional grooming standards
• Hotel is a smoke-free environment
• Participate in all training as assigned
• Responsible for maintaining a clean work environment that meets both local County Health Codes and the Franchise Quality assurance requirements.

Guest Service

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding promptly to guests' needs with an interest and concern in satisfying every guest.
• Ensures hotel staff, including all new-hires are trained to meet service standards.
• Develops added-value customer service programs regarding housekeeping services.
• Can communicate to guests about hotel promotions, local attractions and points of interest.
• Empowers hotel staff to deliver great guest service by encouraging responsiveness to guests' needs.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.

Human Resource Management

• Manages human resources functions including recruiting, selecting, orientation, training, performance planning and evaluating ad pay/reward programs to maintain a skilled, qualified workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes training and development as a way of doing business to empower employees to provide excellent guest service.
• Ensures personnel files are accurate and comply with local and federal regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely way.
• Ensures housekeepers know responsibilities and manage against those responsibilities.
• Ensures employees know policies and pay procedures.
• Helps to develop management talent by acting as a mentor for direct reports.
• Uses ongoing safety training to minimize worker's compensation claims.
• Monitors and maintains acceptable turnover levels.

Profit Management

• Assists in annual budget preparation.
• Anticipates revenue/cost problems in department.
• Tracks financial and operating information on ongoing basis to adjust plans, labor ad other costs.
• Produces accurate financial reports on time.
• Orders and buys cleaning supplies, linens and chemicals at the best prices.
• Maintains inventory of supplies and ensure staff follows proper inventory/cost control procedures.

Asset Management

• Maintains physical product standards by managing preventive maintenance programs and by scheduling ongoing cleaning activities.
• Ensures staff and employee involvement in preventive maintenance programs.
• Justifies capital projects for inclusion in the capital budget.

Safety and Security

• Understands and implements laws which apply to housekeeping supplies and chemicals.
• Recognizes and corrects conditions which may create security, fire or accident hazards.
• Understands and implements hotel's key control system.
• Additional responsibilities may be added per my immediate supervisor.

Computer Experience
Proficiency in:

• Microsoft word
• Excel
• Powerpoint
• Data entry
• Database management systems

Emotional Intelligence

• Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
• Engage every guest in conversation and recognition
• Resolve any guest issue immediately
• Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests
• Ability to anticipate guests' needs
• Embraces and respects diversity and multicultural environment

Skills

• Excellent communication; orally and written

Strengths

• Social

• Speaks in guests' preferred language
• Hotel is a smoke-free property
• Organizational
• Administrative
• Sales