JOB SUMMARY
Responsible for the daily shift operations of Housekeeping. Directs and works with employees to verify property guestrooms, public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget.
Salary range $60K - $65K
EXPERIENCE
- High school diploma or GED or two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major. Must communicate in the English language (written and oral) to the understanding of customers, guests, and co-workers.
CORE RESPONSIBILITIES
- Manages Housekeeping operations and budgets.
- Verifies guest room status is communicated to the Front Desk in a timely and efficient manner.
- Inspects guest rooms daily. Obtains a list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.
- Inventories stock to verify adequate supplies.
- Supports and supervises an effective inspection program for all guestrooms and public spaces. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.
- Verifies all employees have proper supplies, equipment, and uniforms.
- Communicates areas that need attention to staff and follows up to verify understanding. Supervises daily housekeeping shift operations and verifies compliance with all housekeeping policies, standards, and procedures.
- Personally, inspects rooms and property daily.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
- Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary.
- Establishes and maintains open, collaborative relationships with team members and verifies team members do the same with them.
- Schedules team members to business demands and for tracks employee time and attendance.
- Verifies team members understand expectations and parameters.
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable.
- Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met.
- Observes service behaviors of team members and provides feedback to individuals.
- Verifies team member recognition is taking place on all shifts.
- Participates in an on-going team member recognition program.
- Solicits team members feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address team member problems or concerns.
- Participates in a team member progressive discipline procedure.
- Celebrates successful and publicly recognizes the contributions of team members.
- Recognizes internal customers and deliver excellent service to other departments.
- Sets a positive example for guest relations. Understands the brand’s service culture. Participates in the development and implementation of corrective action plans to improve guest satisfaction. Empowers team members to provide excellent customer service.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Responds to and handles guest problems and complaints. Strive to improve service performance.
- Ensure that every guest request is entered Empower. Ensure that all guest surveys are responded to timely in GSS.
- Perform other duties as assigned.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
