Housekeeping Director

• High School Diploma or equivalent required; college course work in a related field preferred.
• Minimum 4 years of progressive experience in a hotel or related field required.
• Minimum 4 years previous supervisory experience required.
• Must be proficient in Windows, Opera or related system and Excel.

• Flexible and long hours 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.

General Requirements:

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Must be effective at listening to, understanding and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines and financial objectives.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend and participate in all center required meetings and trainings.
• Maintain regular attendance in compliance with Q Center Policy, as required by scheduling, which will vary according to business needs.
• Maintain high standards of personal appearance and grooming, including wearing nametag.
• Comply with Q Center Policies and Regulations to encourage safe and efficient operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• 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.
• Must show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.
• Must be able to create zero based Department Budget or follow Q Center guidelines; complete forecasts to incorporate business changes as requested by management.
• Monitor department expenses and manage them to meet with financial goals directed by management.
• Respond to any and all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner; follow up to ensure guest satisfaction.
• Motivate, coach and counsel all Housekeeping personnel according to Q Center Policy.
• Ensure the training of all employees on Standard Operating Procedures, technical task and Risk Management (Safety Data Sheets, HazComm, etc.) training is achieved.
• Maintain a regularly scheduled cleaning program (i.e. floor care and carpet extraction, mattress flipping, etc.) and maintain a detailed checklist for each position.
• Maintain and control all housekeeping equipment inventory.
• Conduct monthly guest supplies, cleaning supplies, equipment and linen inventories in a timely manner.
• Ensure consistency with departmental opening and closing procedures.
• Maintain radio contact with the Department Staff and other Departments throughout shift, responding to all inquiries in a timely manner using proper etiquette.
• Interview candidates for open housekeeping positions and follow standards for hiring approvals.
• Be involved in and/or conduct departmental training; developing employee morale and skills.
• Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis, document as necessary to track the scores for monthly quality inspections
• Inspect all VIP rooms prior to arrival.
• Ensure that public areas, guest rooms, meeting rooms and back-of-house areas are cleaned to Q Center standards.
• Maintain required pars of all Housekeeping and linen supplies by ordering all needed supplies and amenities on a monthly or quarterly basis, according to budget
• Ensure guest privacy and security through correctly following Q Center procedures.
• Monitor work orders and submit to R&M according to Q Center procedures by informing the Call Center; follow up on work orders to ensure completion.
• Conduct pre-shift meetings for room attendants and housepersons.
• Conduct employee performance reviews in accordance with Q Center standards.
• Respond to emergency situations using information contained in Safety Data Sheets; keep Safety Data Sheets current and readily available.
• Update and clear room status nightly; compare the p.m. housekeeping report with Opera (or similar system) room status report and resolve any discrepancies.
• Review Housekeeping staff's worked hours for payroll compilation by assigning proper codes in Paycor and update productivity file on a timely basis.

• Develop labor schedules to align with operation needs ensuring guest and client satisfaction; make changes for-the-week, in-the-week as business changes occur and effectively communicate changes timely and appropriately.

• Maintain Q Center procedures regarding Purchase Orders in Birchstreet, receiving invoices and updating PO tracker in a timely manner.
• Ensure implementation and compliance of all Q Center Policy and Procedures.
• Coordinate pest control service for guestroom buildings.
• Coordinate housekeeping assistance for guestroom improvement projects.
• Oversee the external laundry service and negotiate contract, as needed.
• Manage and organize large turn days (including group check-ins or check-outs).
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Maintain constant communication with Guest Services.
• Monitor and act on special requests as needed (VIPs, special needs rooms, etc.).
• Attend weekly Rooms meeting and share information with the rest of the team.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and fellow employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Q Center standards.
• Maintain key control system for house keys.
• Organize and conduct department meetings on a monthly basis.
• Focus the Housekeeping Department on their role in contributing to the Guest Service Audit Scores.
• Monitor all V.I.P.'s, special guests and requests.
• Review Housekeeping requests listed on Opera arrivals for Guest Requests or special needs on a daily basis.
• Ensure preparation of required reports, including (but not limited to) Wage Progress, payroll, revenue, employee schedules and quarterly action plans; assist in maintaining an organized and comprehensive filing system with documentation of purchases, invoices, 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 end of day to ensure all items have been returned.
• Properly purchase, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Ensure overall guest satisfaction and safety is achieved.