Housekeeping Manager

Company Description

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

Job Description

The Housekeeping Manager is responsible for ensuring the day-to-day operation of the Housekeeping Department in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, Trust You Surveys, letters and/or phone calls, in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Housekeeping personnel according to Hotel SOP's.
• Execute Standard of the Week training, using the steps to effective training according to Hotel standards.
• Maintain a regularly scheduled cleaning program (i.e. floor care, deep cleaning, etc.) and maintain a detailed checklist for each position.
• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Assist in conducting monthly inventories of guest supplies, cleaning supplies, and operating supplies.
• Ensure that large guestroom turns are managed and organized efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Hotel SOP's.
• Maintain and boost employee morale by being present, positive and supporting the team.
• Inspect rooms daily and ensure that some rooms are inspected with Housekeeping Supervisors regularly.
• Ensure that public areas, guest rooms and back-of-house areas are cleaned to Hotel standards.
• Assist in maintaining required pars of all Housekeeping and Laundry supplies.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
• Ensure guest privacy and security by correctly following Hotel procedures.
• Monitor work orders and submit to Engineering according to hotel procedures.  Follow up on work orders to ensure completion.
• Conduct pre-shift meetings for room attendants and housemen.
• Respond to emergency situations using information contained in MSD sheets.  Keep MSD sheets current and easily available.
• Balance and clear room status daily; resolve any discrepancies.
• Keep track of overtime and shift changes and communicate them to Assistant and Director of Housekeeping for Labor analysis.
• Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain Hotel SOP's regarding purchase orders, vouchering of invoices and checkbook accounting.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Ensure implementation of all Hotel policies and house rules.
• Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
• Operate communication devices and radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio and telephone etiquette within the property.
• Monitor out-of-order, out-of-service, discrepant and showrooms.
• Must maintain constant communication with Front Office and Raffles Butler.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that employees are always, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Hotel standards.
• Maintain key control system for house keys.
• Focus the Housekeeping Department on their role in contributing to the Guest Service Scores.
• Monitor all VIP's, special guests, and requests.
• Review Housekeeping logbook and Guest Request log daily.
• Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Use the telephone and computer system for reporting and verifying room status.
• Record all valet laundry for valet cleaners.  Check and review incoming laundry at the end of day to ensure all items have been returned. Ensure that the charges are added to the guest’s folio.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects according to scheduled basis.
• Ensure overall guest satisfaction.
• Other duties as assigned.

Qualifications

Education & Experience:

• At least 2 years of experience in a hotel or a related field; or a 4-year college degree; or a 2-year college degree and 1 or more years of related experience.
• Supervisory experience required.
• Must be proficient in Windows, company approved spreadsheets and word processing.

Physical Requirements:

• Long hours are sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Regular activities - Standing, walking, stair climbing, stooping, kneeling, crouching, bending, crawling, reaching.

General Requirements:

• Communicate effectively - Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service oriented manner.
• Must be attentively listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner. Maintain a warm, positive, and friendly demeanor always.
• Maintain a great work ethic through hard work and dedication.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Work with staff to enhance their job performance by giving them advice and working with them closely to achieve high performance standards.
• Ability to work a flexible schedule.
• Maintain regular attendance in compliance with Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Attend all hotel required meetings and trainings.
• Maintain high standards of personal appearance and grooming.
• Comply with Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Cooperate with all departments by being a great team player and work with other Managers to accomplish the common goal to succeed.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Additional Information

• Salary from $70,000 to $75,000
• Employee benefit card offering discounted rates in Accor worldwide for you and your family. 
• Excellent Company benefits including medical, dental, vision and life insurance. 
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities