Housekeeping - Director

The Housekeeping Director will ensure the efficient operations of the Housekeeping Department in accordance with brand standards, as well as supervise, train, and motivate the Housekeeping Team to provide an excellent experience for guests and a welcoming working environment for all team members through proper servicing of rooms, front/back of house, public areas, and laundry. 

Department

FSLA Status

Supervisory Responsibilities

Duties/Responsibilities

• Contributes to the monthly goals of the property and department for guest satisfaction scores by giving exemplary service that goes above and beyond, approaching all encounters with guests and fellow team members in an attentive, friendly, courteous and service oriented manner, and ensuring that Housekeeping Team Members do their jobs right the first time.
• Approaches all encounters with guests and team members in an attentive, friendly, courteous and service oriented manner.
• Makes safety and security a top priority. Is completely trained in competent in all emergency procedures and be ready to take charge in an emergency. Is constantly aware of potential security threats and models If You See Something, Say Something by notifying the Manager on Duty or any other Manager. Knowledgeable of fire panel functions and location of gas and water shut offs.
• Follows property OSHA/HAZCOM and Bloodborne Pathogen procedures, ensuring proper chemical usage according to OSHA Safety and Health Management System guidelines and cleaning chemical provider’s direction.
• Is alert to hazards anywhere observed in the hotel and take personal responsibility to ensure they are corrected. 
• Trains Housekeeping and Laundry team members on all safety protocols, including use of safety beacons, proper cart placement, awareness of surroundings, maintaining safe keeping of key cards, and being aware of suspicious activities, instructing staff reports any concerns, no matter how small. 
• Assigns, trains, directs, and monitors the performance of all housekeeping and laundry personnel.
• Ensures lobbies, guest hallways, stairwells, guest rooms and the back of the house areas are maintained to hotel cleanliness standards. Ensures that proper cleaning procedures are always used in all assigned guest rooms, including linen, vacuuming, bathroom cleaning, and dusting. 
• Requisition needed Team Members from the Culture and Development Director when openings are available. 
• Interviews and makes recommendations to the Training Director and General Manager for candidates that are potential hires for the department. Trains, coaches, and counsels all Housekeeping and Laundry team members in a positive fashion.
• Works with the Director of Culture and Development to perform team member evaluations on their review dates. 
• Participates in each new hire orientation to help teach Brand and Hotel standards. 
• Can check guests out at the Reception Desk in a friendly, professional, and efficient manner, processing payments and printing receipts as necessary. Make sure to inquire about the guest’s stay and move to rectify any issues. Make sure checkouts are recorded in Quore immediately. Also can checks guests into the hotel using hotel protocols including guests with reservations, guests who claim to have a reservation, and guests without reservations (walk-in customers).
• Establishes and maintains a key control system for the department and be responsible for all assignments of key cards and safety devises and their proper return. Reports any missing keys immediately to the General Manager so the keys can be invalidated in the lock system. 
• Arrives early each scheduled day to open department, starts laundry, makes sure carts were stocked properly overnight, and assigns the rooms to be cleaned, adjusting for any team members who call in sick. 
• Oversees and inspects laundry daily, ensuring scheduling and operations meet the demand of the hotel’s guest rooms and food and beverage outlets. Ensure optimal efficiency through scheduling PM coverage. Ensures that lint filters are cleaned after each dryer load. 
• Ensures Laundry Team is using proper procedures for pre-treating and reclaiming stained linen, washing and drying properly. Handles discards personally ensuring they are converted to rags, discarded, or donated. Accounts for discards in monthly report submitted to Accounting. 
• Generates weekly schedule of Housekeeping Department staffing depending on forecasted occupancy and hotel’s labor model.
• Conducts daily morning huddles, and includes review of guest surveys, cleanliness scores, occupancies, and current or upcoming projects.
• Schedules and conducts a monthly training meeting with the maximal number of staff available in-person and virtually, sharing training videos, new procedures, and other Brighthearted materials from the Brand. 
• Conducts property inspection each morning and afternoon utilizing Quore checklist.  Constantly monitors for any open or unlocked doors and secures them properly.
• Completes all paperwork and closing duties prior to leaving, communicating to the General Manager any discrepancies, scheduling changes, status of out of order rooms, project status including whether there is a completion or a need for an extension.
• Ensures that all ready rooms are inspected and scored using the Quore inspection checklist, participating in an equal share of the inspections due each day, making sure room issues are reported properly, and coordinating with Reception to provide up to the minute status of rooms via Quore. Gathers scores for individual Room Attendants and communicates rankings to the team and to Hotel Leadership for incentives and rewards.
• Ensures that all in-between rooms are checked each day, as well as extended stay rooms on at least each fourth day. 
• Cleans rooms or works laundry when business levels require.
• Appoints the brightest and best department team member who exhibits Brighthearted Behaviors to represent the department on the hotel’s Brighthearted Committee.
• Ensures compliance with all Brand Quality Assurance standards and participates in mock QA audits. 
• Performs monthly inventory of linen, guest supplies on the 1st and 15th of each month, requisitioning any needed items, and ordering approved purchases. Receives and inspects orders received and records them properly in the purchasing system. 
• Balances and clears the room status each afternoon, comparing the PM housekeeping report with the computer’s room status report and resolving all discrepancies.
• Takes personal responsibility to rectify guest complaints to their satisfaction. Listen actively to the guest’s complaint or concern, tell them what you are going to do, and then follow through, entering the issue in Quore and taking personal responsibility to ensure the guest is satisfied with the outcome. Never let a guest leave unhappy. 
• Identifies leads for sales by surfacing information on guests’ companies and reasons to visit and communicate them to Sales using the specified method. 
• Ensures fitness center equipment is cleaned regularly and stocked with amenities and Brand required items.
• Coordinates special project work, such as mattress turning, deep cleaning, carpet cleaning, upholstery cleaning, etc., to ensure high standards of cleanliness and comfort to the guest. Maintains a quarterly deep cleaning program through the Quore app that ensure all guest rooms and public spaces are deep cleaned quarterly. 
• Maintains lost and found, enforcing the hotel’s policy of recording, securing, and guest inquiries utilizing Quore.
• Maintains all equipment used by the Housekeeping Department.
• Works with Maintenance on all room projects and needed repairs.
• Maintains expenses within budget guidelines or better, payroll, scheduling, and room department costs.
• Creates departmental budget each year in September for the following calendar year. 
• Encourage innovation ideas and suggestions from team members for how to make the operation better. Reward the winning ones.
• Prepares and submits operations reports and other documentation requested by above property Leadership.
• Maintains regular attendance in compliance with the hotel’s standards, as required by scheduling which will vary according to the needs of the hotel.
• Ensures all Housekeeping and Laundry Department personnel are in proper uniform, wearing a name tag, and are assigned a safety beacon. Wears appropriate brand required uniform and name tag during all scheduled shifts.
• Performs all other duties assigned from time to time.

Required Skills/Abilities

• Detail oriented and thorough.
• Supervisory skills.

Education and Experience

• High school diploma or equivalent
• One to two years of related housekeeping experience.

Physical Requirements

• Prolonged periods standing and walking, and frequently pulling, pushing, and bending.
• Must be able to lift and carry up to 50 pounds at a time.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.