服务总监 Dir-Services II

2 weeks ago

Guangzhou, China Marriott Hotels Resorts Full time

JOB SUMMARY

Manages housekeeping functions and staff to validate that property guest rooms, public space and associate areas are clean and well maintained. Areas of responsibility include Housekeeping, Recreation/Health Club and, if applicable, Laundry. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department. Verifies that standards and procedures are being followed.

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.

CORE WORK ACTIVITIES

Managing Housekeeping Operations

• Maintains strong working relationship with Front Office to verify effective communications for operational issues.

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

• Inventories stock to verify adequate supplies.

• Verifies that guestrooms, public space and associate areas are cleaned according to operating standards.

• Verifies compliance with all housekeeping policies, standards and procedures.

• Initiates and maintains an effective inspection program including rooms, public areas, associate work and locker areas, storage areas, recreation areas, laundry areas, garage and grounds.

Managing Departmental Costs

• Supervises and approves the budgeting and ordering of guestroom and cleaning supplies.

• Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate.

• Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports.

• Keeps the Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.

Verifying Exceptional Customer Service

• Responds to and handles guest problems and complaints effectively.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

• Empowers associates to provide excellent customer service.

• Develops goals and expectations for direct report managers.

• Celebrates successes and publicly recognizes the contributions of team members.

• Reviews associate satisfaction results to identify and address associate problems or concerns.

• Communicates expectations, recognizes performance, and produces desired business results.

Conducting Human Resources Activities

• Verifies that property policies are administered fairly and consistently.

• Verifies that disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Establishes goals and objectives for all areas of responsibility.

• Directs staff to strive for continuous improvement in all areas of responsibility.

• Interviews and hires management and hourly associates with the appropriate skills to meet the business needs of the operation.

• Manages associate progressive discipline procedures for areas of responsibility.

• Reviews staffing levels to verify that guest service, operational needs and financial objectives are met.

• Establishes and maintains open, collaborative relationships with associates and verifies that associates do the same within the team.

• Verifies that associates are treated fairly and equitably.

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