Housekeeping Manager

- Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
- Respond to 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, counsel and discipline all Housekeeping personnel according to Highgate Hotel SOP's.
- Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
- Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
- Assist in maintaining and controlling all housekeeping equipment.
- Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
- Ensure that large guestroom turns are managed efficiently.
- Ensure consistency with departmental opening and closing procedures.
- Carry a pager at all times.
- Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
- Develop employee morale and ensure training of Housekeeping personnel.
- Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.
- Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
- Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
- Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
- Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
- Ensure guest privacy and security through correctly following Highgate Hotel procedures.
- Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
- Conduct pre-shift meetings for room attendants and housemen.
- Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
- Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
- Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
- Operate pagers and radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
- Manage and organize large turn days (including group check-ins or check-outs).
- Monitor out-of-order, out-of-service, discrepant and show rooms.
- Must maintain constant communication with Guest Services.
- Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
- Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
- Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
- Maintain key control system for house keys.
- Ensure participation within department for monthly Highgate Hotel team meeting.
- Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores.
- Monitor all V.I.P.'s, special guests and requests.
- Review Housekeeping log book and Guest Request log on a daily basis.
- Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, 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 store, 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.

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