JOB SUMMARY
Responsible for all Housekeeping and Laundry associates in daily shift operations, this position reports to the Director of Rooms. Works with associates to ensure property guestrooms, public space and employee areas are clean and well maintained. As a department head, directs and works with managers and employees to successfully execute Departmental and hotel goals. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget and maximizing the financial performance of the department.
You will also be expected to create a safe workplace, follow company policies and procedures, uphold quality standards, and ensure your uniform, personal appearance, and communications are professional. Butler team members will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Housekeeping team members – to get it right for our guests and our business each and every time.
CRITICAL TASKS
Managing Housekeeping and Valet Operations Services
- Manages day-to-day Housekeeping and Valet services operations verifying that quality and standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, daily operations in order to provide a seamless service for our hotel/Elite guests.
- Manages VIP guests. Recognizes repeat and important guests and builds rapport in order to develop personal guest contact, obtains preferences and proactively anticipates guest needs and requirement.
- Manages the guest experience so that a high level of privacy is afforded and confidentiality is kept on behalf of VIP guests when possible.
- Supervises Housekeeping Service Team and verifies resources provide seamless services during the on-site guest journey.
- Conducts daily stand-ups and communicates clear and consistent messages through stand-ups regarding the hotel updates and goals to produce desired results.
- Obtains list of check-ins and VIP guests both to prepare work assignments for the housekeeping team.
- Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Encourages and builds mutual trust, respect, and cooperation among departments.
- Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of Housekeeping/Valet services through training and mentorship.
- Continuously strives with the team to provide the bespoke and uncompromising services.
- Supports and trains other departments who deliver on signature services (e.g., housekeeping, room inspections, delivery).
Maintaining Guest Experience Goals
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis maximizing opportunity with GXP platform usage
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
Supporting Management
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Support all areas of Rooms Operations in absence of Front Office Manager/Rooms Operations Manager (weekend MOD)
Managing Departmental Costs
- Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.
- Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
- Supervises and approves the budgeting and ordering of product and supplies in support of Rooms Operations Manager
- Manages departmental budget in such a way that the overall property financial goals are met, and supporting staff are educated on relevant details as appropriate.
Conducting Human Resources Activities
- Interviews, hires and develops Housekeeping/Valet members with the appropriate skills to meet the business needs of the operation.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Reviews staffing levels and modifies as appropriate so that butler services are delivered at the expected level, balanced with meeting financial and operational objectives. In reviewing staffing levels, creates monthly/weekly schedules, meeting departmental and individuals’ needs. Includes control of attendance by using software used by Human Resources Department.
- Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team.
- Verifies recognition of employees is taking place across areas of responsibility.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Follow company and department policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Management Team
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone, as appropriate.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standard (BSA, Green Key Accreditation, QPower, Guest Voice…)
Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to Line Manager.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Maintain awareness of undesirable persons on property premises.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Additional Responsibilities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner.
- Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
MANAGEMENT COMPETENCIES
Leadership
- Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
- Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations.
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
o Cleaning Materials, Equipment, and Techniques - Knowledge of use, handling, storage, and disposal of cleaning chemicals and equipment (including Material Safety Data Sheet requirements), and use of personal protective equipment.
o Housekeeping Tracking and Inventory - Knowledge of inventory and purchasing policies, procedures, and best practices. This includes the ability to track and maintain inventory, order and track receivables and payments, set up and maintain inventory systems or logs, and basic cart care.
o General Housekeeping - Knowledge of procedures, policies and techniques for cleaning all public areas, trash handling and removal, room item replenishment and placement, treatment of room damage and stain removal, use of cleaning supplies, floor care and maintenance, general housekeeping codes, cart care, spa linen, uniform control, inventory management, room status change systems and opening and closing of the house. Ability to use general housekeeping codes to indicate room readiness.
o EIWO (Everything In Working Order) - The ability to inspect and identify guest room components (e.g., light bulbs, remote control, air conditioning units, toilets, appliances, vacuums) for functional deficiencies. This includes reporting procedures through GXP.
o Environmental Sustainability – Knowledge of products and procedures that reduce, recycle or reuse natural resources such as bed linen and towel re-use programs.
o Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations.
o Preventative Maintenance - Knowledge of general cleaning programs and policies to extend the life of materials and areas. For example, knowledge of carpet, tile, and floor care including daily cleaning, heavy extraction, and interim cleaning.
o Purchasing and Materials Management - Knowledge of practices and procedures needed to maintain material, equipment and supplies; including vendor identification and contract negotiation, supply requisition and purchasing, and inventory control.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.
CRITICAL COMPETENCIES
Analytical Skills
Problem Solving
Learning
Computer Skills
Decision-Making
Interpersonal Skills
Team Work
Customer Service Orientation
Interpersonal Skills
Diversity Relations
Communications
Listening
Communication
English Language Proficiency
Telephone Etiquette Skills
Applied Reading
Writing
Personal Attributes
Dependability
Integrity
Positive Demeanor
Initiative
Stress Tolerance
Adaptability/Flexibility
Presentation
Organization
Planning and Organizing
Multi-Tasking
Assists Management
Resolving Conflict
Team Building
Education and Experience
- High school diploma or GED; substantial experience in the guest services, housekeeping, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; substantial experience in the guest services, housekeeping, or related professional area
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
