Job Description

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.  

The Housekeeping Manager is responsible for assisting in the oversight of the entire housekeeping area, to include public areas and night cleaning. This requires a solid understanding of housekeeping and guest supplies and pars and will assure all safety and security policies and procedures are followed.  Experience with turndown service, special needs of VIP Guests, foreign dignitaries, etc. is helpful. These responsibilities may also include staff training, development and scheduling.  The Housekeeping Manager will promote an atmosphere that insures customer and associate satisfaction.  This position reports directly to the Director of Housekeeping and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members. 

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards.  Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

This is not your typical career opportunity.  This is the Hyatt Touch.

Qualifications

Essential Job Functions:

• Communicates with guest concerning request, inquiries, and information by responding promptly and efficiently to inquiries, request & Complaints using Guest Service Skills. Exhibiting hospitality while striving to exceed Guest expectations.
• Resolves difficult or unusual problems arising with Guests, while maintaining good Guest relationships, demonstrating outstanding hospitality through the corrective action taken.
• Verify room status on AM and PM report; report discrepant rooms; prioritize and update status of check-out rooms.
• Distribute assignment sheets, room keys and beepers to designated staff. Maintain accurate records of assignments for security.
• Communicate additions or changes to the assignment sheets as they arise throughout the shift.
• Inspect supply levels, cleanliness and organization of floor closets and assign staff to rectify situation.
• Check room attendant’s closet for proper supplies, neatness, cleanliness or mechanical problems.
• Insures that the linen carts are neat and well organized.
• Inspect rooms cleaned by assigned room attendants using designated checklist to ensure rooms are up to hotel standards and follow up with necessary corrections.
• Check vacant rooms, verify status and update status of discrepant rooms throughout shift as well as check DNR rooms for status.
• “Mark” dirty sheets of randomly selected assigned rooms and follow up to ensure attendants have changed sheets. Council when necessary.
• Inspect public areas, restrooms, meeting and office space for cleanliness utilizing designated checklist.
• Complete work orders for maintenance repairs and submit to housekeeping. Contact engineering directly for urgent repairs.
• Accommodate guest requests for housekeeping items or additional supplies expediently and courteously. Follow up on delivery and return of all such items.
• Monitor and handle guest complaints to ensure guest satisfaction.
• Provide feedback on staff performance to manager as well as report any disciplinary problems.
• Document pertinent information in departmental log book.
• Complete all paperwork and closing duties before leaving. Review status of assignments and any follow-up action necessary.
• Check PM reports for accuracy and completeness. Complete night counts in accordance with departmental standards.
• Successful completion of the training/certification process.
• Assist in other areas of Housekeeping as assigned as well as attend designated meetings.
• Stock housekeeping supplies.
• Assigns special assignments as directed by the Director of Housekeeping
• Assists in the cleaning of guest rooms when necessary.
• Share responsibilities with other Housekeeping Managers on payroll, scheduling, recruitment, performance management, purchasing/inventory and mini-bar management.
• Maintains close coordination, communication, and interaction with the Front Office and other departments.
• Support Commune Hotels & Resorts core values and mission statement.
• Assists in maintaining a highly motivated and trained staff that continually strives for excellence, in service and cleanliness.

Desirable:

• NYC union experience.
• Minimum 3 years of previous experience as Housekeeping Manager/Supervisor in a luxury NYC hotel.
• Guest relations training.
• Additional language skills.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas, such as reaching, extending arms over head, bending and stooping.
• Ability to lift, bend, stoop, push or pull heavy loads. Requires lifting bundles of linen weighing up to 50 lbs.
• Ability to push or pull a vacuum and wheeled carts weighing up to 80 lbs.
• Flexible work schedule

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