Executive Housekeeper
Offer published on Oct 24
Job description
The Executive Housekeeper serves as the department leader of the property Housekeeping Department, overseeing both housekeeping and laundry operations. This position collaborates with direct reports to implement the brand’s service strategy and initiatives, ensuring that departmental standards align with brand expectations. The Executive Housekeeper is responsible for meeting brand standards, addressing customer needs, fostering team member engagement, and maximizing the financial performance of the department. They must lead in all aspects, impacting cleanliness standards, associate engagement, budgetary goals, and guest satisfaction.
CANDIDATE PROFILE:
Education and Experience
• Minimum of 3 years’ experience in Housekeeping Management, preferably in a full-service unionized environment.
• Diploma or Certificate in Hotel Management preferred.
• Post-secondary education, or graduate of recognized Hotel and Restaurant Management program or equivalent
• Experience in other hospitality related departments is a definite asset.
Preferred:
• Housekeeping experience in limited or full-service property with major hotel brand (Marriott / Hilton / Accor / IHG / Hyatt)
• Excellent knowledge and understanding of all housekeeping policies and procedures
• Ability and willingness to work flexible hours including weekends, holidays, and late nights
• Capability to communicate and write in both English and French
• Excellent interpersonal and communication skills, with a passion for guest satisfaction
• Must have the ability to work with others to create attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness
• Experience in pre-opening and hotel opening (an asset)
• Knowledge of FOSSE/LIGHTSPEED, Marriott GXP, Employeur D, Adaco, Microsoft Office Suite (an asset)
• Attention to detail and strong organizational skills
• Problem solving aptitude
Requirements
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
• Coaches and supports exceptional GSS results through collaborative involvement and strategic planning.
• Leads the hotel’s daily inspection program to ensure cleanliness standards are met.
• Effectively manages department budget including labour costs and controllable expenses.
• Coaches’ direct reports to address problem areas and hold team accountable for results.
• Champions the brand’s service vision for product and service delivery and ensures alignment amongst all departments.
• Remains visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensure team members are treated fairly and equitably.
• Leads daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.
• Incorporates guest satisfaction as a component of staff meetings with an emphasis on generating innovative ways to continually improve results.
• Solicits team member feedback, utilizes an “open door policy” and reviews engagement results to identify and address team member concerns.
• Ensure property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Operating Procedures.
• Champions change ensures brand initiatives are implemented and communicates follow-up actions to team as necessary.
• Manages the Human Resources within the department. Direct and oversee recruitment and development of associates; hire, train, empower, coach and counsel and performance reviews, resolve conflict through fair treatment policy and discipline.
• Works with third party providers (suppliers, vendors) within established guidelines.
• Conducts and/or attends meetings to maintain favorable working relationships amongst departments and to promote maximum morale, productivity, and efficiency.
• Communicates expectations to all direct reports through departmental orientation, daily shift briefings, performance reviews and monthly meetings to energize and motivate team members.
• Actively develops team, ensuring that they have opportunities to grow their leadership skill base through personal attention, internal/external training, and participation in industry events.
• Provide hands-on-floor leadership and coaching that fosters an environment of problem solving, service, teamwork, accuracy and speed, improved business practices.
• Champion the compliance with the requirements of the Brand Standards Audit (BSA) via self-audits and required/mandated training of staff.
• Participate in health & safety meetings to ensure compliance with OHSA regulations.
• Responsible for the direct supervision of the Assistant Housekeeper and all Housekeeping and Laundry associates.
• Participate in the budget process and operate within these guidelines.
• Organize the purchase and cleaning of all uniforms at the hotel.
• Provide operational support to other departments in relation to housekeeping responsibilities and issues.
• Manage the cleanliness and appearance of the outside grounds.
• Develop and implement an incentive program to acknowledge a positive GSS and to recognize specific associates mentioned on comment forms.
• Ensure a safe work environment and adhere to the Occupational Health and Safety Legislation and hotel policies to accident and incident reporting procedures. Ensure adherence to proper handling of chemicals.
• Audit and inspect guestrooms, VIP rooms, and public areas daily.
• Ensure all GXP housekeeping deficiency items are resolved promptly.
• Ensure excellent grooming standards and uniform standards are maintained.
• Organize and conduct guest supply and linen inventories.
• Monitor labour forecast and adjust to meet requirements.
• Identify and use an approved system for "ON CALL" status, requested time off and other special requests.
• Ensure that coaching and counseling forms are completed on a timely and consistent basis, especially when the policies and/or procedures of the hotel have been violated.
• Work with the General Manager to be proficient in the administrative operation of the applicable departments of responsibility and other special projects as may be requested.
• Ensure that all reports are prepared completely and promptly.
• Ensure that an effective and complete training program is in use and that all associates are well trained and re-trained, as needed.
• Ensure that SOP are available, current and in effect.
• Ensure that proper key controls are in effect.
• Keep the purchasing system up-to-date and only purchase approved items.
• Review out-of-order rooms daily.
• Provide immediate response to all guest problems and guest correspondence.
• Ensure that lost and found articles are stored properly and correct logs are maintained.
• Ensure compliance with all Hotel Emergency Procedures.
• Other duties as assigned by the General Manager.
Our organization is committed to professional fairness, recruiting a diverse workforce, and maintaining an inclusive culture. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other protected basis.
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