Housekeeping Manager Details

Housekeeping Manager

The Langham - Boston, MA

Employment Type : Full-Time

PRIMARY OBJECTIVE OF POSITION:

The goal of the Housekeeping team is to impress the guests of The Langham, Boston with exceptional cleanliness, thoughtful service and extraordinary attention to details. The Housekeeping Manager is responsible for the daily shift operations of The Housekeeping department and Laundry. The Housekeeping Manager directs and works with colleagues to ensure all FORBES and Langham standards of cleanliness and service are met or exceeded at all times. This role is directly involved in guest-oriented activities, colleague-focused administrative duties, and is responsible for guest satisfaction and colleague engagement while maintaining operational budget.

RESPONSIBILITIES AND JOB DUTIES:

- Lead the Housekeeping team in absence of Director and Assistant Director;

- Ensure highest level of guest room and public areas cleanliness aligned with all FORBES, Langham, and Leading Quality Assurance standards of service;

- Ensure proper and safe usage of chemicals, cleaning supplies, tool and equipment by monitoring usage, providing complete training for team members and ensuring proper labeling of hazardous supplies in accordance with federal, state, local and company regulations;

- Expediently handle all guest requests, inquiries and issues while communicating with appropriate departments on resolution status, or if assistance is required;

- Support and supervise the established inspection program for guest rooms, guest public areas and colleague common areas. Play active role in iAuditor inspections program, with subsequent presentation and discussion of results with the teams;

- Ensure that all Housekeeping colleagues have appropriate tools, supplies, equipment and uniforms during shift;

- Work closely with Laundry team and offer assistance whenever needed;

- Review current and future schedules to verify appropriate coverage. Assist with the overall financial performance by managing staffing levels to confirm that guest service standards, operational needs, and financial objectives are met;

- Regularly assess consumption and inventory levels of guest and cleaning supplies, laundry chemicals, etc. Document quantities and communicate to Director/Asst. Director. Assist with monthly linen inventory;

- Review, update and process Housekeeping payroll in absence of Director/Assistant director;

- Interview and onboard new candidates, train, coach, develop and discipline colleagues. Help with preparation and delivery of annual appraisals;

- Conduct and participate in Housekeeping daily Showtime (operational pre-shift briefing). Represent Housekeeping department in other meetings, when required;

- Establish and maintain rapport with colleagues, guests, vendors and all other departments while exceeding expectations;

- Identify areas of improvement on an ongoing basis, initiate action steps and follow through on a timely basis with all applicable parties;

- Inspect VIP arrival, stayover and turndown services daily;

- Help lead the complete and proper usage of HotSOS by Housekeeping colleagues. Train employees and monitor use to optimize performance as aligned with FORBES, Langham and Leading Quality Assurance standards;

JOB KNOWLEDGE, SKILL AND ABILITY

- Sufficient knowledge of computers (Microsoft Office, Opera PMS, HotSOS or similar service optimization solution, principles of purchasing and payroll/timekeeping systems, etc.)

- Sufficient knowledge of housekeeping service techniques and cost control;

- Prompt and systematic decision making skills in the absence of specific directions;

- Being able to analyze data and to make good decisions based on the facts at hand;

- Proven management skills and ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies;

- Ability to work in a fast paced environment with frequent interruptions;

- Strong Team spirit, strong leadership and detailed oriented, flexible to work all shifts.

EDUCATION AND/OR EXPERIENCE

- A minimum of three years of Housekeeping management/supervisory experience in a luxury hotel;

- Previous experience in five star standards;

- Previous experience in working with international colleagues;

- College degree preferred.

- Proficiency in two or more languages both written and spoken strongly preferred.

- CPR certification a plus.