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Responsible for the daily shift operations of Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with employees to ensure property guestrooms, public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget.
Job Responsibility:
Manage daily shift operations of Housekeeping, Recreation/Health Club and Laundry
Direct and work with employees to ensure property guestrooms, public space and employee areas are clean and well maintained
Complete inspections and hold people accountable for corrective action
Ensure guest room status is communicated to the Front Desk in a timely and efficient manner
Work effectively with the Engineering department on guestroom maintenance needs
Supervise the property general cleaning schedule
Obtain list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments
Inventory stock to ensure adequate supplies
Supervise daily Housekeeping shift operations and ensure compliance with all housekeeping policies, standards and procedures
Assist in the ordering of guestroom supplies, cleaning supplies and uniforms
Support and supervise an effective inspection program for all guestrooms and public space
Communicate areas that need attention to staff and follow up to ensure understanding
Ensure all employees have proper supplies, equipment and uniforms
Participate in the management of the department’s controllable expenses to achieve or exceed budgeted goals
Understand the impact of department’s operations on the overall property financial goals and objectives and manage to achieve or exceed budgeted goals
Comprehend budgets, operating statements and payroll progress reports as needed to assist in the financial management of department
Respond to and handle guest problems and complaints
Strive to improve service performance
Empower employees to provide excellent customer service
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement
Participate as needed in the investigation of employee accidents
Supervise staffing levels to ensure that guest service, operational needs, and financial objectives are met
Ensure employees understand expectations and parameters
Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
Observe service behaviors of employees and provide feedback to individuals
Use all available on the job training tools to train new room attendants and provide follow-up training as necessary
Participate in the employee performance appraisal process, providing feedback as needed
Assist as needed in the interviewing and hiring of employee team members with the appropriate skills
Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job
Participate in employee progressive discipline procedures
Requirements:
High school diploma or GED
2 years' experience in the housekeeping or related professional area
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Minimum of 5 years of experience as housekeeping manager
Business-level proficiency in both Japanese and English