Classification: ExemptDepartment: HousekeepingReports to: General ManagerSubordinates: Supervisors, Room Attendants, Laundry Attendants, Housemen Summary Manages the functional areas of housekeeping guest services to ensure guest satisfaction, cleanliness, associate satisfaction, and maximum hotel profitability. Essential Functions Provides training; including safety training and standard operation procedures to all front desk personnel as directed by management.Serves as a member of the Leadership Team, Manager on Duty (when required), and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency.Conducts oneself as a positive role model and example to staff.Maintains a “can do” and “guest first” attitude at all times.Practices efficient and effective procedures.Reads and understands English to comply with function directions.Assists Operations Manager in the selection of housekeeping personnel.Schedules staff and work according to productivity standards and scheduled occupancy.Supervises the work activities of the housekeeping staff under the direction of the Operations Manager.Assists management staff of hotel in assuring housekeeping staff is practicing efficient and effective procedures.Completes performance evaluations and reports to the General Manager to better understand areas of weakness in the department and plots strategies to overcome those challenges.Addresses guest complaints regarding cleanliness and service complaints. Inspects all completed guest rooms for compliance with brand standards.Reports any maintenance repairs to Maintenance Manager.Assures requests are made in a timely manner.Knowledgeable on PMS as it pertains to functions of the housekeeping department.Reviews systems daily; finds and corrects any mistakes or discrepancies.Coordinates with front desk team daily to ensure guests special requests are met.Monitors inventory to ensure a sufficient amount of necessary supplies are on hand.Utilizes Avendra program for ordering, receiving, and invoice tracking.Orders and receives supplies to maintain appropriate inventory levels.Ensures the execution of the hotel’s deep cleaning program according to Brand Standards.Works with housekeeping staff to meet or exceed benchmarked scores as it pertains to housekeeping.Properly uses incentive programs for the housekeeping department.Takes control of lost and found as appropriate.Takes the responsibilities of housekeeping attendant, laundry, or houseman when necessary.All other duties assigned. Competency To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topicsCustomer Service – Responds to requests for service and assistanceInterpersonal – Maintains confidentialityOral Communication – Responds well to questionsTeam Work – Contributes to building a positive team spiritWritten Communication – Writes clearly and informatively; Able to read and interpret written informationManaging People – Makes self available to staff; Continually works to improve supervisory skillsDiversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environmentOrganizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social mediaAdaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected eventsAttendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on timeDependability – Commits to long hours of work when necessary to reach goals; Follows instructions, responds to ownership direction; Completed tasks on time or notifies appropriate person with an alternate planInitiative – Asks for and offers help when neededPlanning/Organizing – Prioritizes and plans work activities; Uses time efficientlyProfessionalism – Treats others with respect and consideration regardless of their status or positionQuality – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure qualityQuantity – Strives to increase productivitySafety and Security – Observes safety and security procedures; Rectifies potentially unsafe conditions; Uses equipment and materials properlyWork Environment The work environment characteristics describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to work near airborne particles and toxic or caustic chemicals. The employee is occasionally exposed to wet or humid conditions (non-weather), extreme cold (non-weather); extreme heat (non-weather), and risk of electrical shock. The employee is subject to a fast-paced working environment. The noise level in the work environment is moderate. Relationships Internal: Department Heads: discuss and resolve housekeeping/cleanliness problems, provide information for management reporting Hotel Staff: communication with staffExternal: Guests: ensure satisfaction with housekeeping service, resolve problems Vendors: to purchase supplies Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Ability to see clearly objects at a far distance (20 feet or more). Corrective lenses are permissible.Ability to see clearly printed material at close range (12 inches or less). Corrective lenses are permissible.Ability to distinguish between and among colors. Ability to exercise depth perception to determine space and distance relationships. Ability to exercise peripheral vision to be aware of objects within a large area while eyes are focused on one object.Ability to hear in one of both ears so that verbal communication can be received, understood, and acted upon in a face to face basis.The ability of olfactory nerves to distinguish between and among odors and scents as to their appeal and level of intensity.Ability to express oneself verbally with clarity on either a face-to-face or a telecommunications basis.Ability of body parts, usually fingers, and hands, to ascertain the texture of objects or modities such as smooth/coarse, sharp/dull, etc.; as well as temperature, stability, etc.Ability to exert a reasonably paced mobility from one point to another within a generally accepted time frame, and recognize the conditions of the environment as to breadth/narrowness, clutter, etc.Ability to move and control one’s torso so items can be picked up from a lower surface level.Ability to flex legs at the knee so that individual can lower the body coming to rest on one or both knees.Ability to grasp, hold, set down, redirect with hands or fingers, turn, control, and manipulate objects and commodities.Ability to control and utilize fingers in a dexterous and coordinated manner for such activities as writing, typing, keyboarding, slicing, chopping, operating equipment, etc.Ability to stretch body and extend arms to place or secure objects and commodities at a distance above, to the side of, or below the normal standing level of the individual.Ability to flex legs at the knees to lower body position.Ability to move about on hands and knees and/or feet by mobilizing those body parts.Ability to use body parts, usually arms and hands (occasionally shoulders and back) to elevate an object or commodity above its previous surface level.Ability to ascent steps, ladders, and other vertical and semi-vertical surfaces to reach a higher level.Ability to use body parts on a regular and continuing basis to repeat the same motions for a reasonable period of time without resting.Ability to flex legs at the knees and move the upper body forward and down. Position Type Full TimeVaried Schedule8 hour shiftAM/PM/weekends Travel No travel is expected for this position. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Education/Experience: Four years of housekeeping supervisory experience Language Ability: Ability to reach and comprehend simple instructions, short correspondences, and memos; Ability to write simple correspondences Math Ability: Ability to calculate figures and amounts such as discounts, interests, and percentages Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations Computer Skills: A general knowledge of word processing and spreadsheet functions Certificates and Licenses: No certifications needed Age: Must be 18 or older. Equipment Exposure to a variety of equipment used in the cleaning process.