Executive Housekeeper

JOB SUMMARY

Reporting to the General Manager, the Head Housekeeper is responsible for managing the operations of the housekeeping department and employees to ensure the achievement of departmental productivity objectives and service quality standards. Develops and implements systems for inspecting and managing the quality of housekeeping services provided and to ensure timeliness and efficiency of services; oversees inspections of housekeeping activities to ensure procedures are followed according to standard. Develops and implements a regular maintenance program for all areas of the hotel. Responsible for recruiting and hiring, training and proper scheduling of staff and works according to productivity standards and forecasted occupancy.

DUTIES & RESPONSIBILITIES

The following is a list of the essential duties and responsibilities of this job. The tasks and time spent performing each task may vary as business needs require. The management of Amsterdam Inn & Suites maintains the right to modify job duties and responsibilities at its discretion.

DUTIES

· Follow and maintain Amsterdam Inn & Suites standards for the overall cleanliness of the hotel rooms, as well as, public areas.

· Establish room set-ups and cleanliness standards ensuring that these are maintained · Develop, implement and enforce departmental policies and procedures

· Develop, implement and maintain hands-on staff training programs

· Interview and hire new employees

· Prepare weekly work schedules

· Create shift checklists and collect them from the staff at the end of each shift

· Carry out performance appraisals, mediate staff disputes, develop staff and carry out disciplinary action

· Be responsible for maximizing departmental profit

· Inventory control of Housekeeping supplies , (including ordering)

· Set short and long-term departmental goals, and develop strategies to achieve them

· Counsel staff on work-related issues

· Deal with lost & found issues, keep a record of items and store in a safe place

. · Monitor key control procedures · Schedule special cleaning projects and monitors the work

· Inspect guest rooms, public and service areas of the hotel, ensuring that standards of cleanliness are maintained

· Control the inventory of guest amenities, room supplies and linens

· Ensure that health, safety and fire procedures and regulations are followed

Liaise with other departments, ensuring communication and the coordination of activities

· Communicate expectations through performance appraisals, training and departmental orientation

· Ensure the employees have the necessary tools and supplies to conduct their responsibilities

· Provide operational support to other departments in relation to housekeeping issues

· Liaise with maintenance to ensure the efficient operation of hotel facilities

· Be responsible to adhere to all Policies and Procedures relating to the housekeeping department

· Monitor labour forecast and make adjustments to meet required parameters

· Possess thorough knowledge of chemicals and cleaning products

· Make daily notations in the maintenance log binder of all issues and follows-up as required

· Ensure that staff members are properly groomed and attired, including proper and complete uniforms

· Determine and orders any supplies needed and monitor and control amounts, cost and quality of supplies received

· Respond to guest problems and complaints in a courteous, prompt, and professional manner

· Help to ensure that working relationships are amiable and professional in order to present and maintain a positive image for the hotel

· Must be familiar with the location of and how to control the supply of water, electricity and gas in an emergency situation

· Must be aware of the location of and how to use fire extinguishing equipment

· Be prepared for fire alarms, and other safety requirement including the providing of emergency medical assistance

· Ensures Housekeeping staff is adequately trained in these procedures

· Performs small maintenance tasks as required – battery changes, toilet issues, tv issues, loose screws, light bulb changes, etc…..

· Maintain cleanliness of the filters in the heat pumps

· Complete rooms checks

· Perform other duties as they may be assigned by the management

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Employees who do not possess the requirements for a job at the time of hire are expected to attain the skills, knowledge and abilities required within a specified period of time as agreed upon, in writing, with the Hotel General Manager. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Characteristic and Ability Requirements

· Excellent interpersonal, management, communication & training skills

· Fluency in English, bi-lingual preferred (French)

Educational Requirements

· Education Required: High School Diploma or equivalent

• Other Education/Certification/Training preferred: Health and Safety certification preferred; WHMIS, First Aid and CPR certified

Work Experience Requirements

• Work experience required: At least 3 years experience in a housekeeping or similar industry

• Job related experience required: At least two years in a management position

Other Requirements

· Must be eligible to work in Canada

Technical Requirements

• Equipment: working knowledge of all laundry room equipment, vacuum cleaners, room telephones, heating & cooling sustems, etc…….

• Software :Housekeeping Center in Sky Touch, time keeping software

• Other: Thorough knowledge of cleaning product and techniques required

Competencies

· Customer Focus – Efficiently and effectively addressing the needs of our customers by asking questions to identify and understand their needs, interests, and goals. Provide prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of customers. Ensuring accurate and timely information is provided to our customers and inform them of commitment times or performance guarantees. Follow up with customers following service delivery to ensure issues/concerns are resolved, adjust services based on customer feedback and anticipate the future needs of the customer. Project a professional image of oneself and the organization.

· Teamwork – Willing to work as a team by understanding one’s role in a team, choosing the right behaviours and developing constructive and cooperative working relationships with

others to achieve the team’s objectives. Effectively communicating within the team to encourage others to express their ideas and opinions, as well as, offer constructive criticism in a supportive and positive manner. Working tactfully and diplomatically to handle conflicts and build consensus among the team members in order to achieve positive results for all parties involved and to provide high levels of customer service. An understanding and acceptance in supporting all aspects of the Amsterdam Inn & Suites/Exit 153 Restaurant, operations as required.

· Problem Solving and Decision-Making – Demonstrating an ability to anticipate or identify the existence of a problem and understand its true nature by recalling the information learned previously or seeking additional information relevant to solving the problem. Developing and weighing a variety of high-quality alternative approaches in order to choose the best solution to the problem. Implementing a realistic approach for the chosen solution in a timely manner. Evaluating the outcomes of the implemented solution to assess the need for alternative approaches and to identify lessons learned.

· Professionalism – Exhibiting professionalism at all times by maintaining a professional demeanor through one’s conduct and disposition to the guests, displaying traits such as respect, friendliness, honesty and dependability to provide exceptional service. Complying with the specific standards set by the organization regarding appropriate dress and personal hygiene for the worksite. Demonstrating composure with stressful or difficult situations, and accepting criticism tactfully to learn from it.

· Dependability and Reliability – Demonstrating consistency and predictability in all aspects of the job by fulfilling obligations and taking accountability for one’s work. Complying with organizational rules, policies, and procedures. Diligently following through on commitments and consistently completing assigned tasks by deadlines with minimal supervision. On time for work as scheduled and punctual for scheduled meetings or appointments. Thoroughly checking work to ensure that all essential details have been considered and take prompt action if errors or inconsistencies are noticed.

· Work Environment – Creates an effective work environment by sharing relevant information and resources to support direct reports and others to effectively perform their jobs. Makes sound business decisions in a timely manner. Promotes teamwork and encourages direct reports to make suggestions for improvements to their jobs and to the services Amsterdam Inn & Suites provides. Recognizes the signs of conflict and initiates appropriate action

· Managing Others – Effectively manages staff performance by setting and clearly communicating objectives and performance standards; assigns tasks and appropriate authority based on individual skill sets while recognizing shared responsibility, acts as a coach, monitors assignments, and provides feedback and support, ensures completion of tasks in accordance with agreed specifications.; and recognizes employee successes and achievements. Evaluates performance expectations, provides appropriate coaching and mentoring to encourage staff development, and facilitates a course of action

· Leads by Example – Fosters a positive, healthy, and safe work environment and motivates team members to achieve strong results while at the same time, achieving their maximum individual potential. Effectively builds trust with employees, management, customers and the public. Acts as a role model by demonstrating dedication to customer service, continuous improvement, health & safety of employees and profitability of the company

Physical Requirements

• This position requires a level of physical exertion; occasional lifting of up to 25 pounds. The low intensity of sensory effort is required.

Working Conditions

• There is a low risk of exposure to adverse working conditions.