Overview

The Executive Housekeeper is responsible for all housekeeping operations for timeshare resort property. Duties include ensuring quality and efficiency are delivered by housekeeping team in line with MasterCorp standards. 

Develop and maintain positive relationships with resort management clients. Proactive leader who is able to hire, retain and lead large housekeeping team in a fast-paced production environment. The Executive Housekeeper works with MasterCorp leaders and support team to ensure high guest satisfaction scores are achieved.

Qualifications

• Proven track record of leading, managing, hiring, retaining and developing teams, both hourly and management
• Proactive customer service and client service work history in a service environment. Preferably Hotel/Resort/Timeshare
• Ability to manage conflict
• Prior experience managing financial performance and optimal scheduling for large teams.

Essential Functions

 Housekeeping Operations:

• Maintains strong working relationship with Front Office to ensure effective communications for operational issues.
• Inventories stock to ensure adequate supplies.
• Monitors room cleanliness scores and develops continuous improvement plan.
• Ensures guestrooms and employee areas are cleaned according to operating standards.
• Ensures compliance with all housekeeping policies, standards and procedures.

 Departmental Costs

• Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.
• Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate.
• Manages areas of operation to budget by reviewing P&L, budget worksheets and payroll.
• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

Ensuring Exceptional Customer Service

• Responds to and handles guest problems and complaints effectively.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Empowers employees to provide excellent customer service.
• Develops goals and expectations for direct report managers.
• Celebrates successes and publicly recognizes the contributions of team members.
• Communicates expectations, recognizes performance, and produces desired business results.

Managing the Team

• Maintains sufficient staff to ensure smooth operations.
• Ensures that all staff are properly trained for their positions.
• Ensures property policies are administered fairly and consistently.
• Establishes goals and objectives for all areas of responsibility.
• Directs staff to strive for continuous improvement in all areas of responsibility.
• Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
• Manages employee progressive discipline procedures for areas of responsibility.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures employees are treated fairly and equitably.