Assistant Housekeeping Manager

JOB SUMMARY

 ハウスキーピング、レクリエーション/ヘルスクラブ、ランドリー部門の日常業務のサポートに重点的に取り組むアシスタントハウスキーピングマネージャー。必要に応じて、客室および公共スペースの清掃と維持管理を従業員とともに行う。点検を行い、是正措置の責任を明確にする。運営予算を維持しながら、ゲストおよび従業員の満足度を確保する。

Assistant Housekeeping manager that focuses on supporting the day-to-day activities in Housekeeping, Recreation/Health Club and Laundry, if applicable.  Position works with employees to clean and maintain guestrooms and public space. Completes inspections and holds people accountable for corrective action.  Position assists in ensuring guest and employee satisfaction while maintaining the operating budget.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 1 year experience in the housekeeping or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Managing Housekeeping Operations and Budgets

• Ensures knowledge and understanding of OSHA regulations are up to date.
• Oversees all lost and found procedures.
• Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments.                   
• Inventories stock to ensure adequate supplies.
• Ensures guest room status is communicated to the Front Desk in a timely and efficient manner.
• Works effectively with the Engineering department on guest room maintenance needs.
• Understands and complies with loss prevention policies and procedures.
• Ensures all employees have proper supplies, equipment and uniforms.
• Assists in supervising an effective inspection program for all guestrooms and public space.
• Manages linen inventory and guest supplies and assists in the ordering of supplies as necessary.
• Supervises Housekeeping and all related areas in the absence of the Director of Services or Housekeeping Manager.
• Observes service behaviors of employees and provides feedback to individuals; continuously strives to improve service performance.

Ensuring Exceptional Customer Service

• Handles guest problems and complaints seeking assistance from supervisor as necessary.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Sets a positive example for guest relations.

MANAGEMENT COMPETENCIES
Leadership
•    Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
•    Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
•    Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
•    Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
•    Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
•    Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
•    Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
•    Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  
•    Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
•    Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability 
•    Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit. 
•    Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
•    Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
•    Business Acumen - Understands and utilizes business information to manage everyday operations.
•    Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
o    Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment. 
o    Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
o    General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house.  Ability to use general housekeeping codes to indicate room readiness.
o    EIWO (Everything In Working Order) - The ability to inspect and identify guest room components  (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies.  This includes reporting procedures.
o    Environmental Sustainability – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
o    Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations.
o    Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
o    Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
•    Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
o    Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o    Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o    Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o    Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o    Writing - Communicates effectively in writing as appropriate for the needs of the audience.