Housekeeping Manager

Position Purpose & Summary
Under the supervision of the Rooms Manager, the incumbent oversees and administers all housekeeping and laundry operations while providing first class guest service. All duties are to be performed within the guidelines of Garden of the Gods policies and procedures, Internal Control Standards and objectives.
Essential Functions:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Conduct pre-shift meetings for all Housekeeping staff.
• Inventory, issue and control use of linen, amenities, cleaning supplies and other housekeeping supplies.
• Prepare associates' schedules and payroll.
• Ensure guest complaints are resolved in a timely manner.
• Maintain employee attendance, uniform and room history.
• Prepare purchase requisition forms. Compare requisitions and receipts to invoices. Present accurate bills to Senior Rooms Managers for approval.
• Responsible for coordinating with Front Office for lost and found items.
• Responsible for hiring, developing, counseling, motivating and disciplining associates in accordance with hotel policies and procedures.
• Maintain accurate records of linen sent to and returned from laundry.
• Support and uphold hotel philosophy concerning hiring, employee relations, supervision, and disciplinary action.
• Interact in courteous and professional manner with all guests, associates and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and associate's difficulties.
• Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Supervise, direct, coordinate, influence and persuade associates in order to maintain service standards of hotel.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving associate and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Maintain cleanliness and safety of work area.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• Greet every guest, member, and team member with set standards and set a positive tone for every interaction.
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:
Minimum Knowledge & Skills:

• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Thorough knowledge of hotel and housekeeping department operations; thorough knowledge of computerized hotel systems; ability to access, input, analyze and retrieve information from computers; ability to maintain excellent relations with associates; ability to maintain associates and guest confidentiality at all times; ability to accept responsibility for actions of others; ability to manage by example; exceptional oral communication skills to ensure ability to negotiate. and persuade guests and associates to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Formal Education and Job-Related Experience:

• High school diploma or college strongly preferred, hospitality school a strong plus.
• Bilingual a strong plus.
• Minimum three year of Management experience; previous experience in a housekeeping department for a luxury or ultra-luxury hotel.

License, Registration, and/or Certification Required: None
External and Internal Personal Contact:
1. Communications:

• Daily -
• Weekly -
• Occasionally - Participate in one-on-one coaching sessions.

2. Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.
Additional Licenses and/or Certifications Required:
YES
NO
Valid Driver's License
X
CPR Certification
X
Food Protection Manager Certification
X
Food Handler Certification
X
Alcohol Server/Seller Certification
X
Position Analysis/Specifications:
N/A
(Not Applicable)
OCCASIONAL
FREQUENTLY
Sitting
X
Standing
X
Walking
X
Bending Over
X
Crawling
X
Reaching
X
Crouching
X
Kneeling
X
Balancing
X
Pushing / Pulling
X
Lifting / Carrying:
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 70 lbs.
X
Manual Dexterity
X
Fine Motor Skills
X
Gross Motor Skills
X
Eye / Hand Coordination
X
Near Vision
X
Far Vision
X
Color Recognition
X
Hearing
X
Environmental Factors:
Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.
YES
NO
Working Outside
X
Working Inside
X
Working Alone
X
Working Closely with Others
X
Excessive Cold / Heat
X
Excessive Humidity / Dampness
X
Noise / Vibrations
X
Working Above Ground
X
Working Below Ground
X
Working with Chemicals / Detergents / Cleaners
X
Working Around Fumes / Smoke / Gas
X
Walking on Uneven Surfaces
X
Operating Motorized Equipment or Vehicles
X
Working Around/Near Machinery/Motorized Equipment
X
Climbing on Scaffolds or Ladders
X
Continuous use with a Computer and Keyboard
X