Job: Executive Housekeeper

Title Executive Housekeeper
Job Information

Fundamental Requirements:

• Maintain a warm and friendly demeanor at all times.

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all Housekeeping personnel according to Wyndham SOP’s.

• Ensure compliance to Standard of the Week training, using the steps to effective training according to Wyndham standards.

• Establish and maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.

• Maintain and control all housekeeping equipment.

• Ensure compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).

• Conduct monthly guest supplies and cleaning supplies inventories.

• Ensure that large guestroom turns are managed efficiently.

• Ensure consistency with departmental opening and closing procedures.

• Manage vendor contracts (i.e. dry cleaners, window washers, etc.).

• Prepare and conduct all Housekeeping interviews and follow hiring procedures according to Wyndham International SOP’s.

• Develop employee morale and ensure training of Housekeeping personnel.

• Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.

• Inspect all VIP rooms prior to arrival.

• Ensure that public areas, guest rooms and back-of-house areas are cleaned to Wyndham standards.

• Maintain required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.

• Conduct monthly and quarterly Housekeeping inventories on a timely basis.

• Ensure guest privacy and security by correctly following Wyndham procedures.

• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.

• Conduct pre-shift meetings for room attendants and housemen.

• Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.

• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.

• Review Housekeeping staff’s worked hours for payroll compilation and submit to Accounting on a timely basis.

• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.

• Maintain Wyndham SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

• Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms.

• Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.

• Manage and organize large turn days (including group check-ins or check-outs).

• Monitor out-of-order, out-of-service, discrepant and show rooms.

• Must maintain constant communication with Guest Services.

• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.

• Maintain and monitor “Lost and Found” procedures and policies according to Wyndham standards.

• Establish and maintain key control system.

• Ensure participation within department for monthly Wyndham Way team meeting.

• Focus the Housekeeping Department on their role in contributing to Medallia Scores.

Monitor all V.I.P.’s, special guests and requests.

• Review Housekeeping log book and Guest Request log on a daily basis.

• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

• Use the telephone and computer system for reporting and verifying room status.

• Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.

• Properly store, secure and issue supplies as needed to meet business demands.

• Ensure completion of regular maintenance and cleaning projects on a biannual basis.

•Ensure overall guest satisfaction.

• Respond to guest complaints in a timely manner and be part of the in-house Quality committee.

• Ensure the implementation and sustainability of the Count On Me! Service Culture.

• Work according to the Wyndham Green environmental standards and procedures.

General Requirements:

• Must be able to effectively communicate both verbally and written (English & other language optional),with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

• Must be able to multitask and prioritize departmental functions to meet deadlines.

• Approach all encounters with guests and employees in an attentive, friendly, courteous and serviceoriented manner.

• Attend all hotel required meetings and trainings.

• Participate in M.O.D. coverage as required.

• Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, including wearing nametags.

• Comply with Wyndham Standards and regulations to encourage safe and efficient hotel operations.

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

• Must be able to maintain confidentiality of information.

• Perform other duties as requested by management.

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