JOB SUMMARY
Responsible for the daily shift operations of Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with associates to ensure property guestrooms, public space and associate areas are clean and well maintained. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and associate satisfaction by driving the GSS and ES whilst maintaining the operating budget.
CORE WORK ACTIVITIES
Managing Housekeeping Operations • Ensures guest room status is communicated to the Front Desk in a timely and efficient manner. • Works effectively with the Engineering department on guestroom maintenance needs. • Supervises the property general cleaning schedule. • Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments. • Inventories stock to ensure adequate supplies. • Supervises daily Housekeeping shift operations and ensures compliance with all housekeeping policies, standards and procedures. • Assists in the ordering of guestroom supplies, cleaning supplies and uniforms. • Supports and supervises an effective inspection program for all guestrooms and public space. • Communicates areas that need attention to staff and follows up to ensure understanding. • Ensures all associates have proper supplies, equipment and uniforms.
Managing Departmental Costs • Participates in the management of the department’s controllable expenses to achieve or exceed budgeted goals. • Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals. • Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
Ensuring Exceptional Customer Service • Responds to and handles guest problems and complaints. • Strives to improve service performance. • Empowers associates to provide excellent customer service. • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Conducting Human Resources Activities • Participates as needed in the investigation of associate accidents. • Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met. • Ensures associates understand expectations and parameters. • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. • Observes service behaviors of associates and provides feedback to individuals. • Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary. • Participates in the associate performance appraisal process, providing feedback as needed. • Assists as needed in the interviewing and hiring of associate team members with the appropriate skills. • Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.• Participates in associate progressive discipline procedures.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 2 years experience in the housekeeping or related professional area. OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Management Competencies
Leadership •
Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing Marriott in alignment with its values. •
Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action. •
Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
Managing Execution
•
Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required •
Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members
Building Relationships
•
Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. •
Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with Marriott's Spirit to Serve. •
Fostering Inclusion - Supporting associates with diverse styles, abilities, motivations, and/or cultural perspectives; leveraging personal differences to achieve objectives; and promoting a work environment where all associates are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability •
Talent Management - Providing guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Personal Expertise
Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
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. 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 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 - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). o Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
o Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
o Writing - Communicating effectively in writing as appropriate for the needs of the audience. INDBOH
