The Assistant Director of Housekeeping is responsible for ensuring the operation of the Housekeeping Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

Responsibilities

• 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 The Mark Hotel SOP's.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to The Mark Hotel standards.
• Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Assist in conducting monthly guest supplies and cleaning supplies inventories.
• Ensure that large guestroom turns are managed efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Prepare and conduct Housekeeping interviews as required and follow hiring procedures according to The Mark Hotel SOP's.
• Develop employee morale and ensure the training of Housekeeping personnel.
• Inspect rooms daily, and ensure that some rooms are inspected with Managers on a daily basis.
• Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.
• Ensure that public areas, guest rooms, and back-of-house areas are cleaned to The Mark Hotel standards.
• Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
• Ensure guest privacy and security through correctly following The Mark Hotel 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.
• Balance and clear room status daily.
• Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist in preparing employee Schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure sign off of all Service Standards by Position competencies for the Housekeeping staff.
• Manage and organize large turn days (including group check-ins or check-outs).
• Monitor out-of-order, out-of-service, discrepant and showrooms.
• Must maintain constant communication with Guest Services.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain key control system for house keys.
• Monitor all V.I.P.'s, special guests and requests.
• Use the telephone and computer system for reporting and verifying room status.
• 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.

Qualifications

• At least 3 years of progressive experience as an Assistant Director of Housekeeping or a related field; or a 4-year college degree; or a 2-year college degree
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up-to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must be able to effectively communicate both verbally and written, 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 service-oriented manner.
• Attend all hotel required meetings and training.
• Maintain regular attendance in compliance with The Mark Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with The Mark Hotel 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 the confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.