- Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- all resort features/services, hours of operation.
- room availability status for any given day.
- scheduled in-house group activities, locations and times.
- Monitor expenses (laundry, guest supplies, cleaning supplies, labor). Track actuals against budget.
- Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Room Attendants, House Persons and Laundry Attendants.
- Monitor the laundry and resolve any congested situations.
- Monitor the room turn process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guests expediently to their rooms.
- Monitor communication logs and ensure that guest requests are followed up within 15 minutes.
- Monitor safe key safety procedures; audit inventory of master keys and ensure that no keys are lost or missing.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Assist with lost/stolen articles, following resort policy.
- Adhere to resort requirements for guest/employee accidents or injuries and in emergency situations.
- This job requires a 80% field work and a 20% administrative work.
- High school graduate or equivalent vocational training certificate.
- 2 years previous supervisory experience in housekeeping, preferably a similar style resort.
- Bilingual (Spanish - English)
- Computer basic arithmetic.
- Familiarity with staff management and cost controls.
- Ability to:
- perform job functions with attention to detail, speed and accuracy.
- prioritize and organize.
- be a clear thinker, remaining calm and resolving problems using good judgement.
- follow directions thoroughly.
- understand guest's service needs.
- work cohesively with co-workers as part of a team.
- work with minimal supervision.
- maintain confidentiality of guest information and pertinent resort data.
- ascertain departmental training needs and provide such training.
- direct performance of staff and follow up with corrections when needed.
- Input and access information in the resorts property management system/computers/ system
- Desirable:
- College degree or certification
- Certification in CPR.
- Previous managerial experience.
- Previous guest relations training.
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Housekeeping Manager - Miami Beach, United States - HirefinderRPO
Description
We are seeking for a Housekeeping Manager,
Someone who will provide supervision and direction for all housekeeping activities of the hotel to ensure the highest levels of cleanliness and guest satisfaction are maintained.
Essential Duties and Responsibilities
Qualifications
