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Executive Housekeeper

8 months ago

Toronto, Canada Westin Toronto Airport Full time

JOB OVERVIEW

Manage the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to hotel guests according to hotel and company business objectives

DUTIES AND RESPONSIBILITIES
- Manage the day-to-day activities of the housekeeping department, plan, schedule, and organize work to ensure proper coverage. Communicate and enforce policies and procedures.
- Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.
- Develop and implement procedures for managing the quality of housekeeping and laundry services. Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction. Ensure that employees are advised of deficiencies and instructed on corrective action.
- Monitor, coordinate and execute the special needs and requests of VIP, repeat guests and members of Priority Club/Ambassador program(s).
- Respond to guest complaints and special requests, and ensure corrective action is taken to achieve complete guest satisfaction.
- Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
- Compiles and reports information on housekeeping activities and expenses; provides information to guest services on the status of guest rooms to ensure accurate and timely reporting on room availability.
- Recruits, hires, trains, and provides career development for housekeeping staff; conducts performance evaluations and provides feedback and disciplinary for employees or other Human Resources related action in accordance with company rules and policies.
- Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
- Conduct pre-shift meeting and review all information pertinent to the day’s activities.
- Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business.
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Front Office, Guest Relations, Maintenance, and Food and Beverage
- Interact with outside contacts:

- Guests - to ensure their total satisfaction
- Vendors/Contractors - to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
- Regulatory agencies - regarding safety and compliance matters
- Other contacts as needed (Professional organizations, community groups, local media)
- May be responsible for the security of lost and found items or coordinate the lost and found function with other departments.
- May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.
- May serve as “manager on duty” as required.
- Refer to attached additional job responsibilities and Health & Safety duties and responsibilities
- May assist with other duties as assigned.

**_
ACCOUNTABILITY:_**

This job is first in command in the housekeeping department. Typically assists in managing a large number of employees in a full-service, luxury, resort, or major flagship hotel

**QUALIFICATIONS AND REQUIREMENTS**

**_ Education:_**

**_ _**Minimum: Post-secondary and or advanced vocational training or equivalent. Some college preferred.

**EXPERIENCE**:
Four years of housekeeping/laundry experience, preferably in a hotel of similar size and complexity and including supervisory experience. S/he must speak fluent English. Other languages an asset.

**Other**:

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- May be required to work nights, weekends, and/or holidays.

**PHYSICAL DEMANDS**:
***This job requires ability to perform the following:

- Carrying or lifting items weighing up to 50 pounds and pushing and or pulling approximately 200 pounds
- Remain stationary for extended periods of time
- Frequently standing up and moving about the facility
- Frequently handling objects and equipment to maintain the facility
- Frequently bending, stooping, and kneeling