Housekeeping Manager

Position Summary

The Housekeeping Manager position serves as a Department head role, overseeing the guest room cleanliness, and public areas back and front of the house. This position reports directly to the Rooms Division Manager, and will oversee a team of up to 100 hosts. While leading and coaching the performance of our housekeeping hosts, and leadership team, this job is integral to the overall guest, host, and owner experience at the resort.

Duties and Responsibilities:

• Lead and manage the Housekeeping Team, including Assistant Housekeeping Managers, Housekeeping Supervisors, Office Administrators, Room Attendants, Room Attendant Specialists, Public Area Attendants, Delivery Attendants, Laundry Attendants, and Inventory Attendants
• Works with the Engineering department to coordinate preventative maintenance, repairs, painting of rooms utilizing the Opera PMS system and Think Desk maintenance program
• Works with the Front Desk Team, and is responsible for guest relations and guest concern resolutions by ensuring that requests are handled in a prompt & efficient manner
• Collaborate with the Homeowner Administration Manager to ensure homeowner needs and requests are handled promptly and professionally.
• Support the Rooms Division Manager in budgeting, forecasting, and cost control activities for the Housekeeping Department
• Recognizes and greets all guests, hosts, and owners alike
• Oversee recruitment, training, and mentoring of Hosts to deliver outstanding service, and achieve departmental goals
• Conduct regular performance reviews, providing feedback, and facilitating ongoing training and development opportunities
• Responsible for coordinating and managing the room annual deep cleaning projects
• Review departmental schedules for the Housekeeping, making adjustments as needed to meet operational and financial goals
• Ensures the well-being of our guests and team members by being alert to and reporting potential hazards
• Models’ attention to detail and cleanliness throughout the resort property
• Comply and enforce all Health & Safety policies & procedures and assist with the coordination of modified return to work plans
• Regularly inspects and audits cleaning standards of rooms to ensure accurate and timely feedback to the Room Attendants and the Leadership Team
• Must be hands on in all areas of the Housekeeping Operations
• All other duties as assigned

Skills, Abilities & Attributes

• Respond promptly and effectively to guest inquiries, requests, and concerns, ensuring resolution and guest satisfaction
• Able to take initiative within given guidelines
• Able to adapt in a fast pace environment within a dynamic work schedule
• Has exceptional energy, flexibility and professionalism
• Pays precise attention to detail, order and cleanliness
• Work well in high stress situations to meet the deadline demands
• Has effective communication skills (verbal, written, and auditory)
• Able to lift, carry, move 11 to 29 pounds, frequently 30 to 49 pounds, occasionally 50 to 75 pounds

Education and Experience:

• Hotel Management, Hospitality, or related field preferred
• 2 years leadership experience in a hotel / resort operations, with a focus on knowledge of Housekeeping Operations
• Experience with Opera Cloud PMS preferred and hotel operations experience
• Strong skill level with Microsoft Office suite of products, particularly Excel
• Experience developing and managing operational, and capital budgets
• Passion for driving efficiency and profitability
• Excellent communication, organizational, interpersonal, and multitasking skills
• Experience conducting interviews and reference checks, orientating and training standards and practices, organizing and executing practices for retaining team members an asset
• G Class Driving License with a clean driving record