JOB OVERVIEW:

Manage the housekeeping and laundry operation to ensure product quality standards are met and that optimum service is provided to

hotel guests according to hotel and company business objectives.

DUTIES AND RESPONSIBILITIES:

Manage the day-to-day activities of the housekeeping department, plan, schedule, and organize work to ensure proper

coverage. Communicate and enforce policies and procedures.

Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with

company rules and policies. Alert management of potentially serious issues.

Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job

duties.

Develop and implement procedures for managing the quality of housekeeping and laundry services. Schedule routine

inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping

and food and beverage linens, public restrooms, lobby, etc. are clean and in good repair to meet guest satisfaction.

Ensure that employees are advised of deficiencies and instructed on corrective action.

Monitor, coordinate and execute the special needs and requests of VIP, repeat guests and members of frequency

program(s).

Respond to guest complaints and special requests, and ensure corrective action is taken to achieve complete guest

satisfaction.

Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating

budget and financial plans which support the overall objectives of the hotel.

Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special

handling and detailed information.

Conduct pre-shift meeting and review all information pertinent to the days activities.

Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business.

Promote teamwork and quality service through daily communication and coordination with other departments. Key

departmental contacts include Front Office, Guest Relations, Maintenance, and Food and Beverage

Interact with outside contacts:

o Guests to ensure their total satisfaction

o Vendors/Contractors to ensure adequate inventory of supplies and equipment, to discuss pricing or service

issues, to resolve any vendor performance issues, etc.

o Regulatory agencies regarding safety and compliance matters

o Other contacts as needed (Professional organizations, community groups, local media)

May be responsible for the security of lost and found items or coordinate the lost and found function with other

departments.

May assist with deep cleaning projects and/or assist housekeeping staff during unanticipated rush periods.

May serve as manager on duty as required.

May assist with other duties as assigned.