Job Details

Overview

The Housekeeping Department Specialist is responsible for assisting in management of Housekeeping, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room productivity and overall Guest Satisfaction Scores within the Housekeeping department.

Responsibilities

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Room assignment preparation/Inspection/PM Scheduling.
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Support with training new programs operations in and contracts.
• Motivate, coach, counsel and discipline all Rooms Division personnel according to Highgate Hotel SOP's.
• Develop employee morale and ensure training of housekeeping department personnel.
• 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 Rooms division managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
• Monitor oversold dates to ensure proper strategies for room readiness execution.
• Handling escalated guest situations in housekeeping department.
• Creating, monitoring and navigating public area projects.
• Tour Rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
• Assist in completing the monthly reforecast in partnership with Housekeeping leadership.
• Monitor and support the corporate Guest Recognition Program.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with Highgate Hotel SOP's in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Ensure lost and found items are tracked and returned accordingly.
• Handle VIP arrival room preparation and ensure all housekeeping duties are executed accordingly.
• Assist and maintain required pars of inventories/supplies/uniforms.
• Maintain large equipment inventory and repairs.
• Attend weekly Rooms Division meeting.
• Operate all aspects of the Housekeeping computer system, including software maintenance, report generation and analysis, and simple programming.
• Assist in preparation of revenue and occupancy forecasting.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and requests.
• Ensure overall guest satisfaction.

Qualifications

• At least 2 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 1 year of related experience; or a 2-year college degree and 2 or more years of related experience.
• Previous supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service- oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.