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Responsible for the overall
cleanliness of the hotel including rooms and public areas. Major
responsibilities include ensuring guests are satisfied with hotel
cleanliness; responding to guests’ needs; ensuring safety and security
of rooms; maintaining inventory and cost controls; selecting, training,
maintaining and managing a motivated and skilled workforce. Establishes
a friendly atmosphere of superior guest service and product quality and
provides exemplary performance for staff to follow.
HOUSEKEEPING OPERATIONS
• Maintains Hampton Inn/Hampton Inn & Suites cleanliness
standards for both guest rooms and public areas and inspects them to
ensure that standards are met.
• Trains staff in all aspects of housekeeping including guest service.
• Administers guest satisfaction inspection procedures and reports.
• Maintains key control and lost-and-found and ensures staff is trained
to follow correct procedures for both.
• Plans work schedules and room assignments with minimum disruption to
guests.
GUEST SERVICE
• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding
promptly to guests’ needs with an interest and concern in satisfying
every guest.
• Ensures hotel staff, including all new-hires, know all components of
the 100% Satisfaction Guarantee and We CARE—Guaranteed, and are trained
to meet service standards.
• Develops added-value customer service programs regarding housekeeping
services.
• Can communicate to guests about hotel promotions, local attractions
and points of interest.
• Empowers hotel staff to deliver great guest service by encouraging
responsiveness to guests’ needs.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of
consistent guest service.
HUMAN RESOURCE MANAGEMENT
• Manages human resources functions including recruiting, selecting,
orientation, training, performance planning and evaluating and
pay/reward programs to maintain a skilled, qualified workforce.
• Maintains a positive, cooperative work environment between staff and
management.
• Emphasizes training and development as a way of doing business to
empower employees to provide excellent guest service.
• Ensures personnel files are accurate and comply with local and federal
regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely way.
• Ensures housekeepers know responsibilities and manage against those
responsibilities.
• Ensures employees know policies, pay procedures, bonus plans and
benefits.
• Helps to develop management talent by acting as a mentor for direct
reports.
• Uses ongoing safety training to minimize worker’s compensation claims.
• Monitors and maintains acceptable turnover levels.
PROFIT MANAGEMENT
• Assists in annual budget preparation.
• Anticipates revenue/cost problems in department.
• Tracks financial and operating information on ongoing basis to adjust
plans, labor and other costs.
• Produces accurate financial reports on time.
• Orders and buys cleaning supplies, linens and chemicals at the best
prices.
• Maintains inventory of supplies and ensures staff follows proper
inventory/cost control procedures.
ASSET MANAGEMENT
• Maintains physical product standards by managing preventive
maintenance programs and by scheduling ongoing cleaning activities.
• Ensures staff and employee involvement in preventive maintenance
programs.
• Justifies capital projects for inclusion in the capital budget.
• Protects the interest of the hotel during capital projects.
SAFETY AND SECURITY
• Understands and implements “Right to Know” laws which apply to
housekeeping supplies and chemicals.
• Recognizes and corrects conditions which may create security, fire or
accident hazards.
• Understands and implements hotel’s key control system. |
