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Housekeeping Operations Manager
4 weeks ago
Job Summary
The Assistant Director of Housekeeping and Services 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 departmental 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.
