Director of Housekeeping

Description:

SUMMARY

To direct and supervise the daily operation of Resort and Villas Housekeeping, Laundry and the cleaning of all public areas and internal offices. Insure that the level of operation and quality of service is to the standards of Rancho Valencia as well as maximize profits and manage expenses wherever possible. The person in this role is responsible for maintaining Forbes Five Star and AAA 5 Diamond standards in the day to day operation as well as in the overall service culture.

ESSENTIAL FUNCTIONS

• Provide leadership to Resort and Villas Housekeeping employees to make sure quality of staff meets standards.
• Ensure labor standards are met, and properly staffed to provide best service possible.
• Motivate and inspire staff to strive for superior work environment and service to the guest.
• Develop and maintain consistent standards in the Housekeeping operations to ensure an exceptional level of cleanliness in villas, guest rooms, homes, public areas, restaurant, pools, spa and tennis facilities.
• Hold daily morning line up and monthly Housekeeping Meetings to discuss solutions to problems and any new activities that arise.
• Attend weekly property Staff Meeting.
• Participate in weekly property walk-through with Resort Manager and Director of Maintenance and resolve items discussed each week.
• Analyze daily arrivals and VIP guests to ensure expectations are exceeded and rooms are inspected and detailed.
• Read MOD report daily and address and resolve any pending matters.
• Establish open communication with staff members to identify problems, suggestions and improvements.
• Work with outside vendors to ensure proper scheduling and standards are being used to comply with RVR standards.
• Offers direct task related training to staff and coordinates the same with departmental supervisors.
• Effective recruiting and performance management under the guidance of the Human Resources Director.
• Ensure staff receive timely and meaningful performance reviews following Human Resources Department guidelines.
• Follows all guidelines for proper performance management, working closely with Human Resources Management when formal documentation is required.
• Ensure that personnel and payroll documentation and processing are submitted to Human Resources and Payroll Administrator in a timely manner and within property guidelines.
• Orient all new hires utilizing company handbooks and support materials.
• Leads training and recognition for housekeeping employees at all levels and maintains a team-oriented environment.
• Maintain supplies and accurate inventories monthly. Implement necessary controls to maximize product life. Maintain operation of equipment.
• Control all expenditures relating to housekeeping, including labor, guest room supplies and all cleaning supplies and equipment.
• Participate in creating annual budget for expenses and labor and maintain expectations throughout the year.
• Ensure staff on duty is properly dressed and aware of day’s special events and arrival information.
• Prepare weekly staff schedules and post them by 2 P.M. every Thursday.
• Work closely with Front Office staff and Engineering staff to ensure quality of service and product and a high level of guest satisfaction.
• Be a member of Safety Committee and adhere to requirements thereof.
• Ensure assignment of rooms and inspections are consistently implemented.
• Train by instruction and practice, both formally and on-the-job; and update staff on any new laws or regulations necessary to safely perform their tasks.
• Requisition or purchase supplies and equipment for hotel room honor bars, toiletries and paper products, special guest room amenities, following established purchase order and PAR level guidelines.
• Schedule cleaning for lobby area, public restrooms, telephone areas, hallways, entrances, Tennis and Spa shop, locker rooms, showers and pool areas.
• Schedule cleaning for periodic major cleaning projects including carpet shampooing, cleaning of walls and baseboards, cleaning of windows and stairways, floor maintenance and four times a year recorded preventative maintenance in conjunction with maintenance.
• Establish written quality assurance inspection report for each room attendant and house person on a weekly basis.
• Perform monthly linen, mini-bar usage and supply inventory, update CPOR as needed.
• Record all expenses in the check book.
• Maintain deep cleaning program for pet rooms.
• Maintain complete knowledge of all china, silver and cooking equipment and its correct place in the assigned Casita, Home or Villa unit.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Maintain complete knowledge and comply with all departmental policies and service procedures.
• Inspect cleanliness and condition of the Resort including back of house areas; rectify any deficiencies and report any work orders.
• Is responsible for MSDS training, communication and upkeep of MSDS binders.
• Is responsible for direct training of new hire staff to address safety, Hazcom, blood borne pathogens, and other job specific compliance and safety training.
• Use all chemicals in accordance with OSHA regulations and restaurant requirements.
• Actively participates in safety programs, abides by all injury reporting and safety behavior requirements, actively makes efforts to instill a safety-minded culture in the workplace and leads department safety training.
• Participate in and support hotel efforts towards community service, sustainability and environmental initiatives.
• Perform any task required to maintain the smooth running of Housekeeping and Laundry departments which may not be listed in this description.

Requirements:

QUALIFICATIONS

Required

• Previous housekeeping management experience in a Forbes four to five star and four to five diamond resort.
• Minimum 3 years' experience in a leadership role in a luxury hotel or resort.
• Extensive knowledge of proper cleaning techniques, requirements and use of equipment.
• Knowledge of proper chemical handling.
• Ability to communicate in English with guests, staff and vendors to their understanding.
• Two years college degree or equivalent.
• Flexible availability to work weekends, holidays and evening shifts.
• Valid CA Driver’s license and ability to operate golf carts and hotel cars.

Desirable

• Prior Five Diamond Resort and Spa experience.
• Verbal communication in Spanish.
• Experience as Room Attendant and Supervisor.
• Previous experience in other Rooms Division departments.

SKILLS

Required

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist.
• General computer skills.
• Ability to motivate assigned staff and maintain a cohesive team.
• Ability to motivate assigned staff training needs and provide such training.
• Ability to focus attention to details.
• Ability to maintain confidentiality of hotel guests and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to prioritize, organize and follow through.
• Ability to resolve problems using good judgment.

Desirable

• Basic Spanish language communication skills.
• Previous Resort renovation or grand opening experience.

TRAVEL REQUIRMENTS

• Infrequent local travel may be required.

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Occasional need to stand for long periods of time.
• Lifting/carrying up to 25 lbs. frequently and 35 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.