The Director of Housekeeping sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. The Director of Housekeeping is responsible for the leadership, effectiveness and productivity of the entire Housekeeping department in order to maintain the highest level of cleanliness and guest satisfaction. The role’s primary responsibility is to drive results through managing the housekeeping and laundry operations in an attentive, friendly, efficient and courteous manner. The Director of Housekeeping is also responsible for providing all guests with quality service, a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels. Union environment. Sonesta managers are charged with providing strategic vision, ensuring tactical execution and actively managing their department to achieve the company’s revenue, profitability goals and objectives. The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders. Principle duties and responsibilities (Essential Functions) include: Operational/Functional: Manage the day-to-day activities of the housekeeping department. Plan, schedule, and organize work to ensure proper coverage. Communicate and enforce policies and procedures. Develop and implement procedures for managing the quality of housekeeping and laundry services. Ensure all staff is cleaning and servicing rooms and housekeeping areas according to established Sonesta standards. Ensure staff is well trained on the proper usage and labeling of hazardous supplies in accordance with established safety standards. Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping linens, public restrooms, lobby are clean and in good repair to meet guest satisfaction. Monitor, coordinate and execute the special needs and requests of VIP, repeat guests and members of frequency program(s). Deliver outstanding experiences to guests, partners, and team members. Respond to guest complaints and special requests, and ensure corrective action is taken to achieve complete guest satisfaction. Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information. Conduct pre-shift meetings and review all information pertinent to the day’s activities. Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Front Office, Guest Relations, Maintenance, and Food and Beverage. Interact with outside contacts (guests, vendors, contractors and regulatory agencies). Responsible for the security of lost and found items. May serve as “manager on duty” as required. Perform any other job-related duties as assigned. Strategy and Planning: Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands. Conduct inventories of linen, supplies and equipment as needed. Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction and cleanliness scores. Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. Financial Management: Develop the department’s annual budget. Monitor performance against plan. Achieve budgeted revenues, control labor costs & expenses and maximize profitability within all areas of Housekeeping. Manage staffing levels to ensure that guest service, operational needs and financial objectives are met. Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel. Managing your Team Interview, hire, train, and promote Housekeeping staff. Provide consistent feedback and recommend disciplinary action when appropriate. Ensure team members receive proper training applicable to their position and career aspirations. Responsible for monitoring, measuring, and recognizing performance of team members who directly report to the role and indirect reports Support, comply and promote company initiative, policies and guidelines. Handle employee issues in a professional and timely manner. Leading with Passion Responsible for ensuring success through the eyes of employees, guests, and owners. Utilize and collaborate with resources across different departments and corporate office. Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture. Focus on the mission and well-being of the department, hotel, and company as a whole. Lead by example and operate with integrity and respect. Qualifications and Skills A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Ability to prioritize and organize work assignments. Extensive knowledge of hotel and hospitality industry. Proficient with Microsoft Office Suite or related software. Work Environment This position works mostly in a service environment, with some office time. Physical Demands The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly. The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and / or pulling approximately 200lbs. The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel. Expected Hours of Work Must be flexible to work variable days of the week to include weekends and holidays. Must be flexible to work variable shifts (days, nights, overnights). Ten to twelve hour shifts sometimes required. Education and Experience 4-year college degree preferred; 2 year college degree required. 4+ years of housekeeping/laundry experience preferably in a hotel of similar size and complexity. Supervisory experience required. Understanding of and previous experience in a union environment required.
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