Housekeeping Specialist

Housekeeping Department Specialist

The Housekeeping Department Specialist is responsible for assisting in management of Housekeeping, providing all guests with quality service while maximizing room productivity and overall Guest Satisfaction Scores within the Housekeeping department.

Responsibilities include : being attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees; room assignment preparation / inspection / PM scheduling; responding to all guest requests, problems, complaints and / or accidents arising in an attentive, courteous and efficient manner; supporting with training new programs operations in and contracts; motivating, coaching, counseling and disciplining all Rooms Division personnel; developing employee morale and ensuring training of housekeeping department personnel; maintaining a professional working relationship and promoting open lines of communication with managers, employees and other departments; ensuring implementation of all Highgate Hotel policies and house rules; ensuring sign off of all Service Standards by Position competencies for Rooms Division managers; monitoring oversold dates to ensure proper strategies for room readiness execution; handling escalated guest situations; creating, monitoring and navigating public area projects; touring rooms operating departments daily; ensuring compliance to Standard of the Week training; assisting in completing the monthly reforecast in partnership with Housekeeping leadership; monitoring and supporting the corporate Guest Recognition Program; monitoring expenses to ensure expense control and maximize profit; monitoring and ensuring compliance with Highgate Hotel SOP's in Rooms and Loss Prevention; conducting walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met; ensuring lost and found items are tracked and returned accordingly; handling VIP arrival room preparation and ensuring all housekeeping duties are executed accordingly; assisting and maintaining required pars of inventories / supplies / uniforms; maintaining large equipment inventory and repairs; attending weekly Rooms Division meeting; operating all aspects of the Housekeeping computer system; assisting in preparation of revenue and occupancy forecasting; coordinating all aspects of the ongoing implementation of the Highgate Hotel philosophy of service; being knowledgeable of the current corporate marketing programs and the standards and procedures for ensuring that staff is knowledgeable in understanding and implementing corporate programs; monitoring all V.I.P.'s, special guests and requests; and ensuring overall guest satisfaction.

Qualifications include : at least 2 years of progressive experience in a hotel or a related field; previous supervisory experience required; proficiency in Windows, company approved spreadsheets and word processing; long hours sometimes required; medium work; ability to effectively communicate both verbally and written; ability to listen to, understand, and clarify concerns raised by employees and guests; ability to multitask and prioritize departmental functions; ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner; attendance at all hotel required meetings and trainings; maintaining regular attendance in compliance with Highgate Hotel Standards; maintaining high standards of personal appearance and grooming; complying with Highgate Hotel Standards and regulations; maximizing efforts towards productivity; ability to handle problems; ability to understand and evaluate complex information; ability to maintain confidentiality of information; and performing other duties as requested by management.