Housekeeping Operations Manager

4 weeks ago

Dongguan, Guangdong, China Marriott International Full time

Job Summary

The Housekeeping Operations Manager is responsible for managing housekeeping functions and staff on a daily basis to ensure property guest rooms, public space, and employee areas are clean and well-maintained. This role directs and works with the team to successfully execute all housekeeping operations, focusing on guest and employee satisfaction and achieving the operating budget.

Candidate Profile

Education and Experience

High school diploma or GED; 2 years of experience in housekeeping or a related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; no work experience required.

Core Work Activities

Managing Housekeeping Operations and Budgets

Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.

Obtains a list of rooms to be cleaned immediately and a list of prospective check-outs or discharges to prepare work assignments.

Inventories stock to ensure adequate supplies.

Supervises an effective inspection program for all guestrooms and public space.

Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.

Ensures all employees have proper supplies, equipment, and uniforms.

Communicates areas that need attention to staff and follows up to ensure understanding.

Supervises daily housekeeping shift operations and ensures compliance with all housekeeping policies, standards, and procedures.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.

Conducting Human Resources Activities

Uses all available on-the-job training tools to train new room attendants and provides follow-up training as necessary.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same with them.

Schedules employees to business demands and tracks employee time and attendance.

Ensures employees understand expectations and parameters.

Ensures property policies are administered fairly and consistently, disciplinary procedures, and documentation are completed according to policy.

Observes service behaviors of employees and provides feedback to individuals.

Ensures employee recognition is taking place on all shifts.

Solicits employee feedback, utilizes an 'open door' policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

Participates in employee progressive discipline procedures.

Reviews employee satisfaction results.

Participates in interviewing and hiring of team members with the appropriate skills.

Ensuring Exceptional Customer Service

Sets a positive example for guest relations.

Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Empowers employees to provide excellent customer service.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Responds to and handles guest problems and complaints.

Strives to improve service performance.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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