Job Purpose:Under the general guidance of the Director of Housekeeping, responsible for assigning and supervising the activities of the room attendants, house porters and linen porters to ensure clean, orderly, attractive and well maintained guest rooms, corridors, fire exits, stairways and service areas on assigned floors/areas. Ensure guests of the hotel are treated fairly and consistently in a timely manner, receiving high quality and personalized serviceDuties & Functions:            Supervise the allocation of work assignments to Room Attendants and Houseperson to ensure maximum coverageAssign special duties to Room Attendants and Houseperson on assigned floorsCheck the computer system throughout the day for an update of room status and communicate with the front desk and engineeringCheck and return an allocated number of guest rooms to the standard required by the hotelReport to the Housekeeping Office any rooms which do not require service, are “Do Not Disturb” or are double locked by the afternoon and to log these on the hand overReport and log any maintenance defects found in the rooms and assigned areas. Liaise with front desk and engineering regarding all out of order rooms and other defectsEnsure soft furnishings and décor of rooms are maintained to standardOversee implementation of deep cleaning and replacementEnsure corrective action where necessary and inform the Director of Housekeeping regularly on performance of each staff memberAssist in identification of training needs, conduct training of room attendants and porters where appropriateCheck on a daily basis the arrivals, departures and VIP listsCheck rooms to ensure they are cleaned and maintained to the required standardEnsure VIP gifts are replenishedConduct team briefings, daily line ups, monthly meetings as requiredCheck that adequate linen, cleaning materials and guest supplies are held in each floor linen and supply closetsEnsure all storage areas are kept clean, safe and are within local fire, safety, and health codesEnsure all public area and heart of house areas are cleanHandle guest requests, inquiries and complaints with immediate action and thorough follow upAssist in stock taking of Housekeeping items when necessaryAssist in monitoring and controlling housekeeping procedures, including lost property, key and pager control, security and emergency proceduresReport immediately any matters concerning the security of the floors or public spaces to the security departmentReport immediately any valuable lost property to security and to log packages and all other lost propertyAssist fellow employees to perform similar or related jobs as and when necessaryAny other reasonable duties as assigned by the supervisor or managerWe recognize we are in the hospitality industry and that may require us to provide lateral service.  We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional serviceADDITIONAL RESPONSIBILITIESCommunicate effectively, both verbally and in writing, to provide clear direction to the venue teams.Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.To be aware of and ensure constant compliance with all necessary operational policies including:Health and SafetyFood HygieneMaintenanceEmergency ProceduresLiquor LicensingSUPPORTIVE FUNCTIONSIn addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.Attend mandatory meetings including divisional meetings, staff meetings, etc.Participate in community events and ensure corporate social responsibility goals of the company are met.Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.Keep work area clean and organized.Ensure confidential documents are kept in a secured area.When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.Complete other duties as assigned by the Department Head.Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.Ensure compliance with the company’s policies and procedures.Other Duties:Assimilate into the company’s culture through understanding, supporting and participating in all the company’s elements. Demonstrate working knowledge of the service standards.Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.SAFETY REQUIREMENTSPersonal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.GROOMING/UNIFORMSAll employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.OTHERAdditional language ability preferred.
