Executive Housekeeper - Hilton Garden Inn

Description

SUMMARY

This position functions as the Executive Housekeeper for the property. The Executive Housekeeper must be able to work independently, manage time efficiently and provide excellent customer service to our guests. This position is primarily responsible for ensuring efficient operations of the entire housekeeping department including guest rooms, laundry, public areas, and event space.

ESSENTIAL DUTIES AND RESPONSIBLITLIES

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service oriented manner
• Maintain department expenses within budget guidelines (using CPOR, % of Revenue, or other metrics) or better, including payroll and all room department costs
• Assign, direct, monitor, and lead all housekeeping and laundry personnel
• Inspect required number of guestrooms and all internal and external public spaces daily or more often based on usage and requirements
• Maintain regular attendance in compliance with Lloyd Hospitality Group (LHG) standards and as required and with the understanding that workloads and times will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand and/or company standards)
• Comply, at all times, with LHG and brand standards and all local, state and federal regulations to encourage safe and efficient hotel operations
• Comply with certification requirements as applicable for position to include: Food Handlers, Alcohol Awareness, CPR, First Aid, and other
• Ensure timely compliance with all Brand Quality Assurance standards
• Establish and maintain an effective key control system for the department that focuses on team member, guest, and visitor safety
• Ensure lobbies, guest hallways, guestrooms, public areas, and back of the house areas are cleaned to LHG, health code, and brand standards
• Correctly complete all paperwork and closing duties daily
• Communicate any discrepancies, scheduling change, status of out-of-order rooms, project status, and other to appropriate team members and leaders
• Balance and clear room status data nightly, comparing appropriate housekeeping/system reports with the computer's room status reports and resolve all discrepancies in a timely manner
• Focus the housekeeping department on its role in contributing to property guest service scores and overall property image and reputation
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, visitors, leaders, and other team members
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Submit the staffing schedules to the General Manager weekly
• Review, correct, and approve housekeeping staff's worked hours for payroll compilation and submit to General Manager as required and on a timely basis
• Maintain standards regarding purchasing, invoices and checkbook accounting according to LHG SOPs
• Maintain required PAR for all housekeeping and laundry supplies and adjusting inventory based on current and changing property needs and goals
• Conduct monthly and quarterly housekeeping inventories on a timely basis
• Ensure guest privacy and security by correctly following brand and company procedures
• Participate in required M.O.D. coverage as scheduled
• Ensure implementation of all LHG policies, SOPs, and house rules
• Train all team members on safety and security ensuring proper implementation and compliance
• Prepare and conduct all housekeeping interviews and hiring procedures according to LHG standards
• Ensure compliance to company and brand training standards
• Motivate, coach, counsel, and discipline all housekeeping personnel according to LHG standards
• Conduct all annual employee performance appraisals according to LHG standards in a timely manner
• Monitor work orders and submit to engineering department according to procedures; Follow up on maintenance requests to ensure completion
• Respond to all guest requests, situations, complaints, and accidents presented to housekeeping in an attentive, courteous, and efficient way
• Attend leadership and employee meetings as required and provide training presentations on a rotational basis
• Maintain a professional working relationship and promote open lines of communication with other managers, employees, and all other departments
• Respond to emergency situations using information contained in S.D.S. sheets. Keep S.D.S. sheets current and easily available
• Respond to emergency situations and immediately notify General Manager, and/or Lloyd Director of Safety and VP of Hospitality of all accidents and injuries
• Maintain and monitor Lost and Found procedures and policies according to standards
• Conduct daily stand-up department meetings with housekeeping staff according to brand and LHG standards
• Conduct monthly department meetings with housekeeping staff according to LHG standards
• Handle overall supervision of daily inspection for arriving V.I.P.'s, and special guests as well as special requests
• Be proactive in providing and training employees to provide positive and memorable experience for every guest
• Conduct weekly walk through with General Manager and property engineer
• Use the telephone and computer system for reporting and verifying room status
• Ensure valet laundry is recorded for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned to guest
• Properly store, secure and issue supplies as needed to meet business demands
• Complete all reports in a timely and efficient manner as required by management
• Establish, with General Manager's approval, any additional standards as needed for the housekeeping department
• Review guest request log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur
• Ensure completion of regular maintenance and cleaning projects on a weekly, monthly, quarterly, or biannual basis per company standards
• Operate radios efficiently and professionally ensuring effective and proper communication with hotel staff
• Perform any other duties as requested by the General Manager and/or VP of Hospitality

 

JOB REQUIREMENTS

• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Reliability - The trait of being dependable and trustworthy.
• Responsible - Ability to be held accountable or answerable for one’s conduct.
• Safety Awareness - Ability to identify and correct conditions that affect employee safety.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Regular and consistent attendance.

EDUCATION and/or EXPERIENCE

High School Graduate or General Education Degree (GED) and/or 1-2 years related experience.

Qualifications