Housekeeping Manager

Description

The Housekeeping Manager directs and controls all housekeeping and laundry operations and associated staff for the resort, performing any, and all, housekeeping duties when business demands. The Housekeeping Manager ensures that the quality and cleanliness of every room and public area is met or exceeded prior to a guest’s arrival. Immaculate rooms and facilities and effective, efficient housekeeping staff are critical to a high-quality guest experience and as such this position plays a key role in the success of the resort.

The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values; Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork.

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES:

• Oversee cleanliness, service and quality standards of guest rooms, public areas, restrooms, offices and banquet/meeting/conference rooms in accordance with federal, state, local and resort-specific health, sanitation and safety standards and regulations.
• Lead, direct and administer all housekeeping operations including, but not limited to, staff supervision and scheduling, purchasing and inventory control, policies and procedures, and laundry operations.
• Perform quality inspections throughout the resort; respond to and resolve complaints regarding any housekeeping issues.
• Support staff and perform the duties of any housekeeping role when business demands.
• Monitor and develop team member performance including, but not limited to, providing supervision and professional development, conducting counseling and evaluations, and delivering recognition and feedback.
• Ensure adequate staff levels through appropriate scheduling and hiring
• Maintain adequate inventory of housekeeping supplies and amenities within budget and cost parameters
• Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing training for team members and ensuring proper labeling of hazardous supplies in accordance with federal, state, local and company regulations
• Oversee guidelines, procedures and training to ensure that guest rooms are serviced, cleaned and ready for occupancy timely
• Oversee lost and found procedures including proper logging and storage of items, communication with other departments about lost and found items, and training staff in lost and found procedures
• Model and maintain positive guest relations and familiarity with all resort and spa services/features and local attractions/activities to respond to guest inquiries
• Attend and participate in management meetings and work closely with other department managers to address service gaps, share information and maintain a high quality guest experience

SUPERVISION:

• Dedicates a considerable amount of time to overseeing the activities of all shift team members. This involves evaluating individual performance as well as overall group cooperation.
• Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to shift team members, to ensure operational excellence and to improve overall performance.
• Supports team member by positively reinforcing successful performance and giving respectful and encouraging coaching, as needed.
• Assists with training new workers by motivating and helping the new employee, while simultaneously making sure that they understand the correct way of going about their daily tasks.
• Maintains a calm demeanor when confronted with difficult situations, to set a positive example for team members.
• Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
• Supports the Manager in evaluating staff performance issues and taking disciplinary action when needed.

Requirements

• Minimum of 5 years of resort or hotel housekeeping experience, including supervisory experience
• Bilingual English-Spanish required
• Computer/data entry skills, including MS Outlook, Word, and Excel required
• Effective written and verbal and communication skills
• Time management skills
• Critical thinking to recognize problems and identify/implement solutions
• Demonstrated aptitude for quality control
• Ability to operate a 2-way radio for communication
• Ability to drive a golf cart (instruction provided)
• Must be able to work flexible schedule to include nights, weekends, weekdays and holidays
• Ability to walk or stand and move about the resort (both indoors and outdoors) for eight or more hours per day, sit, reach, lift, bend, kneel, stoop, climb, push, pull and carry items weighing up to 40 pounds
• The position requires manual dexterity; auditory and visual skills; and the ability to both create and follow written and oral instructions and procedures