Job Description

SUMMARY:

Responsible for planning, assigning, supervising and reviewing the work of a shift of housekeeping staff; trains staff in work procedures; interacts with and resolves problems with the public or resort staff regarding services as well as guests and owners.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:

  •  Plans, organizes, administers, reviews and evaluates the work of assigned staff.
  •  Assists in the selection, training, professional development and discipline of staff.
  •  Inspects work in progress and upon completion to ensure the quality and completeness of work performed.
  •  Troubleshoots problems, resolves staff or guest complaints and provides technical assistance to staff as required.
  •  Inspects cleaning of residences, hotel rooms & public areas and ensures that it is surgically clean, well maintained; reports the need for replacement or repair.
  •  Ensures that staff follows safe working procedures, including using the proper safety equipment and cleaning standards.
  •  Reports the need for maintenance or repair of facilities to the appropriate supervisor; corrects or reports any fire or safety hazards and places barriers in public areas.
  •  Supervises special clean-up or projects occurring during the assigned shift.
  •  Requisitions or purchases required material, equipment and supplies.
  •  Ensures that all hotel rooms, residence club units, public rooms and spa are serviced and cleaned daily in accordance with established standards.
  •  Notifies the facilities department of areas needing attention in respect of maintenance.
  •  May answers Housekeeping office phone.
  •  Performs housekeeping duties as required.
  •  Engages with guests and owners in a daily basis.
  •  Ensures that services consistently meet customer specifications; responds to customer complaints/issues, communicates and follows up.
  •  Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
  •  Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.

Skills / Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.

Education and Experience:

High School Diploma/GED; AND three (3) years of hotel housekeeping operations experience; OR an equivalent combination of education, training and experience.

Required Knowledge and Skills

Knowledge of:

  •  Principles and practices of employee supervision, including selection, work planning, organization, performance review and evaluation, and employee training and discipline.
  •  Principles and practices of developing teams, motivating employees and managing in a team environment.
  •  Proper cleaning methods, and the safe usage of cleaning materials, disinfectants, housekeeping tools and equipment.
  •  Procedures for the preparation and use of cleaning materials.
  •  Use and minor maintenance of hand and power tools and equipment used in housekeeping
  •  Safety practices and equipment related to the work.
  •  Use of specified computer applications involving word processing, queries, data entry and/or standard report generation.
  •  Office administrative practices and procedures.
  •  Record keeping principles and practices.
  •  Correct business English, including spelling, grammar and punctuation.
  •  Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.

Skill in:

  •  Planning, organizing, supervising, reviewing and evaluating the work of staff.
  •  Training others in policies and procedures related to the work.
  •  Providing customer service.
  •  Communicating effectively in oral and written forms.
  •  Organizing, maintaining and researching office files.
  •  Compiling and summarizing information and preparing activity reports.
  •  Organizing own work, setting priorities and meeting critical deadlines.
  •  Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
  •  Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.