Rooms Operations Team Lead

1 month ago

Hamilton, Canada TownePlace suites, Hamilton Full time

**POSITION**:Housekeeping Team Lead / Supervisor

**STATUS/LENGTH**: Permanent Full Time

**REPORTS TO**: Housekeeping Manager

**HOURS OF WORK**: 40.00 per week

**CORE WORK ACTIVITIES**

Assist the Housekeeping Manager with coordination of all Housekeeping department and managing staff. Plans, develops, implements, and evaluates the quality of property's guest rooms. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the hotel. Ensures that housekeeping standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals. The position ensures that the Housekeeping department meets the brand's standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of the department.

**CORE WORK ACTIVITIES**
- Provides excellent service to anticipate the guest’s needs and exceeds their expectations by leading the housekeeping team.
- Provides the highest quality of service to the guest at all times.
- Responsible for leading of all housekeeping associates.
- Inspects all rooms and correct deficiencies.
- Completes room updates in communicate with front desk for early arrivals and departures, extended stays on timely manner.
- Attends Associate meeting, performs daily morning stand ups ad other meetings as needed.
- Keeps track of DND rooms. Performs property walks. In the absence of housekeepers, cleans rooms and provides supplies needed to guests.
- Schedules proper staffing to maintain optimal production within budgeted hours
- Prepare work orders of needed repairs and submit them to Engineering.
- Supervises special projects. Be able to lift and carry 30lbs.; push and pull 60lbs.
- Has a throughout understanding of Brand Standard - Housekeeping, is able to monitor updates and changes and ensures the team follows all brand procedures and policies.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Assists Housekeeping Manager with conducting annual performance appraisal with direct reports according to Standard Operating Procedures.
- Solicits employee feedback, utilizes an “open door policy” and reviews employee engagement results to identify and address employee problems or concerns.
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Uses personal judgment and expertise to enhance the customer experience.
- Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Interacts with guests to obtain feedback on product quality and service levels.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Ensures employees are treated fairly and equitably.
- Ensures that regular, ongoing communication is happening in the Housekeeping department (e.g. pre-shift briefings, staff meetings).
- Operates all department’s equipment as necessary and reporting malfunctions.
- Ensures employees have the proper supplies and uniforms.
- Understands and complies with loss prevention policies and procedures.
- Assists in ensuring the property's crisis management plan is followed as applicable.
- Other duties as assigned, of which the employee is capable of performing.

**Physical Requirements**:

- Stand/walk on feet for 8 hours and work in a restrictive space/environment.
- Must have eyesight-enabling vision both near and far.
- Finger dexterity to type, to write, and work on a computer.
- Must speak in a clear, understandable voice, hear at a basic level, and understand English.
- Must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds.

**Qualifications**:

- A hospitality professional with previous Marriott, Guest Service, or another related hotel experience, Marriott working experience is an advantage, however training will be provided
- Has basic knowledge of the general cleaning principles, use of cleaning products and operation of standard cleaning equipment.
- Has a valid driver’s license and dependable transportation available.
- Is able to communicate effectively by writing, telephone and personal meeting situations.
- Maintains an award-winning clean hotel, organized storage and laundry rooms
- Dependable, reliable, and detail-oriented
- Demonstrates integrity, honesty, and delivery of high moral and ethical principles
- People-oriented - enjoys interacting with people and working on group projects, has a good work ethic, be honest and work well with others, has great positive attitude, and has an outgoing personality, be well organized, and detail oriented.
- Adaptable/flexible -- enjoys work that requires change, new direction, can take on staff responsibilities and duties as neede

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