Executive Housekeeper

7 months ago

Toronto, Canada The Hazelton Hotel Full time

Manages the housekeeping functions and all departmental colleagues (Room Attendants, Turndown Attendants, Uniform Attendants, Housepersons and Supervisors / Assistant Managers) on a daily basis to ensure that the guest rooms, public spaces, colleague areas and property are clean and well maintained. Leads and works with the team to successfully execute all housekeeping operations. Strives to continually improve guest and colleague satisfaction and maximize the financial performance of the department. Responsible for inspecting areas of responsibilities and following up with a plan for effectively and efficiently improving results.

RESPONSIBILITIES

Housekeeping and Budget Management:

- Ensures compliance with all housekeeping policies, standards and procedures. Able to create or reestablish policies under the guidance of the Director of Housekeeping, Director of People and Culture and the General Manager.
- Understands the importance of the department’s operation on the overall property financial goals and educates staff on the details as needed.
- Reviews staffing levels to ensure the guest service, operational needs and financial objectives are met.
- Highlight and address any deficiencies of the interior, exterior building and loading dock. Consistently ensure that the cleanliness levels are maintained and the relevant departments are communicated to.
- Oversee and ensures that the departments Inventory levels (general, linen and minibar) are adequately maintained.
- Supervises an effective inspection program for all guestrooms and public spaces.
- Ensures all colleagues have the proper supplies, equipment and uniforms.
- Communicates areas that need attention to staff and follows up to ensure understanding.
- Supervises daily housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental and hotel’s goals to produce the desired results.
- Cost saving measures for the department and hotel by maximizing productivity or continually seeking/ negotiating competitive pricing.
- Ordering regular supplies and new amenities for the hotel and guestrooms. Creating lasting and beneficial partnership with vendors
- Working with ONE team to ensure cleanliness of all public areas to the highest levels.
- Ensuring Deep cleaning or rooms and all public spaces is assigned and completed in a timely manner as defined and required.

People Management
- Work with the Director of Housekeeping, and Director of People & Culture to create and streamline an efficient and effective onboarding process
- Establishes and maintains open, collaborative relationships with colleagues and ensures that the colleagues do the same with them.
- Schedule all colleagues based on business demands and tracks time and attendance accordingly.
- Ensures that all colleagues understand their expectations and parameters by creating clear KPI’s for the management team
- Ensures that all property, and departmental policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
- Observes service behaviors of colleagues and provides the appropriate feedback to individuals.
- Ensures colleague recognition is effectively administered on all shifts.
- Solicits colleague feedback, utilizes an “open door” policy, and reviews colleague satisfaction results to identify and address employee problems or concerns.
- Participates in colleagues progressive discipline procedures, tracking their progress, ensuring accountability and hosting monthly and quarterly reviews.
- Coordinate and schedule regular one-on-one meetings with the colleagues to maintain engagement and regular communication
- Participates in interviewing and hiring of team members with the appropriate skills.

Ensuring Exceptional Service
- Leading by example and mentoring the team on providing high levels of service and guest relations
- Participates in the development and implementation of corrective action plans to improve guest satisfaction based on Five-star service
- Empowers colleagues to provide anticipatory and exceptional guest service.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Responds to and handles guest glitches
- Strives to improve service performance and ensuring efficiency.
- Supports all Sustainability initiatives.

**Qualifications**:

- Sound knowledge of hotel services & facilities, specifically Housekeeping operations, policies, procedures.
- Minimum 3 years of Housekeeping experience in a supervisory/management capacity
- Strong computer literacy with MS Word/Excel, and PMS required; knowledge of Opera cloud is an asset.
- Excellent oral and written communication skills, with a passion for guest service.
- A team player with proven leadership and staff development skill

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