Assistant Director of Housekeeping - Loews Hotels Universal Orlando
26 days ago
Orlando
Job Description At Loews Hotels at Universal Orlando, our team members get to make a difference and have fun every day. Our world-class team brings to life the incredible, award-winning hotels located at Universal Orlando Resort. Named one of Central Florida's Top Workplaces and one of America's Best-in-State Employers by Forbes, we are committed to our ”power of we” culture. Are you looking for a place where you can bring your authentic self to work every day and be able to connect, engage and delight? * We offer excellent benefits and perks including one free meal per shift and free theme park access. * We have a dynamic culture that makes every day interesting, challenging, fulfilling and fun. * We embrace diversity at our core and offer the opportunity for all team members to reach their potential. * We invest in training and development opportunities for all team members. * We promote social responsibility by being a good neighbor in the community. * We care for you, just as we care for others. Job Specific • Responsible for the smooth, efficient, cost effective operation of the Housekeeping Department including labor management, inventory control, and the development and maintenance of a positive and supportive work environment and inter/intra departmental relationships, • Oversees daily assignment of duties to Housekeeping staff, • Analyzes daily room turn and makes staff or procedural adjustments as necessary, • Assists in the management of Housekeeping Rooms Personnel, particularly during heavy turns, • Oversees daily operations of Housekeeping Department to ensure that the highest possible quality standards are consistently maintained and that service is provided in a highly professional manner, • Maintains Housekeeping staffing levels to provide for optimal performance, • Develops and maintains a quality assurance program for all guestrooms, storerooms, and service related to guest floors, • Uses guest comment responses to design additional training programs, • Inspects and evaluates physical condition of hotel daily for cleanliness and necessary repairs, • Ensures removal of Room Service trays from hallways and placement in appropriate location in service landings, • Responsible for overseeing the activities of Housekeeping Staff, • Monitors daily payroll and takes corrective action when disparities occur or productivity drops, • Assumes the duties of Director of Housekeeping in the Director's absence, • Greets and interacts with guests in an outstandingly friendly and professional manner, • Works closely with Guest Services Manager to resolve all room discrepancies before the end of each day, • Possesses full knowledge of all matters relating to the proper administration of the Housekeeping department, • Possesses full knowledge of the specific duties, responsibilities, and skills of every member of the Housekeeping department, particularly those of the Housekeeping Manager, and performs in any capacity as needed, • Maintains close contact and ensures good communication with employees, • Ensures that responsive and efficient repair services are provided to satisfy guest requests, • Investigates guest complaints and takes corrective measures, • Encourages a positive attitude among employees and treats guests and fellow employees with courtesy and respect, • Interviews and makes recommendations regarding hiring of Housekeeping personnel, • Interviews and selects Housekeeping line level personnel, • Provides training for employees regarding OSHA regulations, department policies and procedures, operation of equipment, and daily tasks, • Provides employee safety training to prevent accidents, comply with OSHA regulations, and ensure hotel life safety, • Sets agendas for training, • Evaluates individual employee performance, determines areas in need of improvement or requirements for advancement, establishes goals, objectives and training needs required to attain same, • Coaches, counsels, retrains personnel as needed in order to ensure acceptable performance, • Responsible for projects assigned to second and third shift employees, • Makes special work assignments in advance for special events such as meetings, dinners, dances, etc. that may affect the lobby staff, • Coordinates departmental activities to coincide with other hotel department requirements in order to maintain the overall cleanliness of the guestrooms, public areas, and other assigned areas of responsibility, • Assists Housekeeping Manager in coordinating the repair of Housekeeping equipment such as vacuums, buffers, carts, and furniture, • Plans special lobby cleaning projects and ensures their completion, • Coordinates lobby maintenance projects with Engineering, • Plans maintenance of lobby floors, • Coordinates monthly accounting for all supplies requisitioned from other departments, • Attends staff meetings, Pre-Cons, Rooms Meeting and other special meetings when required, • Sets agendas for Housekeeping meetings and runs meetings as needed, • Schedules and implements training programs for assigned employees and attends and participates in training as needed, • Prepares monthly payroll and budget forecast for public space employees, • Writes and submits yearly performance appraisals for Housekeeping Staff, • Counsels employees regarding both positive and negative aspects of their performance, including accidents and safety violations, • Mediates disputes between employees as necessary, • Keeps Director of Housekeeping informed of all matters significantly affecting the department, • Keeps all other departments informed about Housekeeping operations as needed, • Approves departmental schedules, • In consultation with the Director, prepares master lists of general cleaning and all other cyclical projects, • Periodically inventories supplies and equipment, • Determines discard and maintenance regimes for each machine and equipment piece, • Prepares public area staff schedules, vacation list, and payroll, • Meets and interacts with outside vendors in an outstandingly professional manner, • Stays current with industry related technological improvements geared toward product improvement and increased efficiency, • Performs numerous responsibilities to meet time-sensitive deadlines, • Ensures that responsive and efficient uniform room and repair services are provided, • Prepares department purchase requisitions, • Conducts periodic storeroom inventories to ensure maintenance of adequate par levels necessary to support forecasted operational requirements, • Completes special projects related to housekeeping operations as assigned by the Director of Housekeeping, • Establishes work routines and schedules which address the needs of the hotel and are flexible enough to respond to emergency situations and fluctuations in occupancy, • Assists in the selection of employee uniforms and the determination of uniform purchase requirements, • Attends required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintains communication with other departments within the hotel, • Holds daily, weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental employees, • Interacts with guests to solve problems and ensure satisfaction, • Develops monthly usage reports for cleaning supplies and guestroom supplies, • Creates and maintains control procedures for keys, radios, pagers, etc., • Creates comprehensive training programs utilizing diverse techniques, • Creates Quality Assurance and Cyclical Programs, • Creates Incentive/Rewards/Recognition Programs, • Creates an environment in which excellent staff morale is fostered and staff retention is a priority, • Ensures efficient operation of HOSTAR System, • Receives the weekly inventory of cleaning and guest supplies for the hotel, • Requisitions supplies needed to maintain weekly par levels, • Ensures that Storeroom is kept well-stocked with all necessary supplies, and ensures that all needed supplies are ordered in sufficient time to prevent shortages, • Works closely with Laundry Manager/Supervisors to ensure that Hotel linen quantity and quality needs are consistently met in a timely and efficient manner, • Ensures that Housekeeping office and storeroom are kept neat and organized, • Responsible for the submission of all performance appraisals for assigned employees, • Evaluates changes in guest needs, the hotels guest mix and industry competitive set, to recommend appropriate product/service and operational changes necessary to ensure guest and employee satisfaction, while maintaining market dominance and exceptional financial performance, • Promotes and applies teamwork skills at all times, • Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance, • Is polite, friendly, and helpful to guests, management and fellow employees, • Executes emergency procedures in accordance with hotel standards, • Complies with required safety regulations and procedures, • Attends appropriate hotel meetings and training sessions, • Maintains cleanliness and excellent condition of equipment and work area, • Complies with hotel standards, policies and rules, • Recycles whenever possible, • Remains current with hotel information and changes, • Thorough knowledge of all matters relating to the proper administration and operation of hospitality housekeeping operations, • Three to five years of management experience in large, fast paced, hotel housekeeping environment with at least three years as Assistant Executive Housekeeper or above, • Ability to maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established guest satisfaction criteria, • Effective management, leadership, organizational, and communication skills, • Able to read and interpret documents, • Able to work with and apply mathematical concepts, • Able to write routine reports and correspondence, • Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, • Able to speak effectively before groups of guests and hotel employees, • Able to push, stand, stoop, bend, and lift items weighing up to 25 pounds repetitively during entire shift
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